Our call centre solution provides a comprehensive range of features for your organisation to reach new standards in customer care, meet performance targets and improve staff productivity.
For Call Centre Managers and owners of contract call centre services, being able to provide accurate, granular reporting is critical to determine performance against set targets and SLA agreements. Users of our Call Centre solution enjoy access to a vast range of reports across criteria including traffic, operator productivity, giving you the ability to drill down to source and destination number for set periods to provide exactly the information you need. With eStorm you will be able to:
- Review activity by multiple levels - teams, groups and individual numbers, all viewable.
- Discover traffic and call centre performance - see peak activity and spot issues with calls abandoned by time or queue.
- Spot your best performers by reviewing answered calls and their distribution throughout the day
Providing outstanding customer service is fundamental to attracting customers- and keeping them year after year. For call centre operators, agents who deliver real customer satisfaction, and do it efficiently- are highly prized. For sectors where call centres must be compliant with distance selling, financial, health or data privacy regulations, our call centre solution helps you to proactively train and mentor agents, helping them to improve their effectiveness and work to stringent guidelines. Here are some of eStorm’s great customer handling features:
- Record calls for training and review: essential for improving performance and protecting against misuse or abuse
- Supervisor features: for effective management, including monitoring calls with the ability to remain silent, speak to the agent or both parties
- Monitor agent performance: calls answered, time per call, wallboard statistics and much more.
Our call centre services deliver a professional package that helps raise staff productivity as well as provide demonstrable improvement in customer satisfaction, all at an affordable price.
Contact eStorm today to discuss how we can help your organisation transform your customer operations, and deliver a real improvement in client satisfaction and sales.