Wrap-Up Manager provides specific information about the outcome of a telephone call. Utilising database technology to identify caller details, a simple screen-pop, containing default information fields relating to specific aspects of a call outcome, is presented for completion by the agent at the end of each call. This data is then presented through user-definable reports to managers who may use it to analyse the performance of their agents, plan or measure the effectiveness of campaigns and ensure that the organisation is meeting customer expectation. Wrap-Up Manager can also be used where integration with customers’ databases is not possible. It is a tailored solution that allows the customer to decide what information they require adding to the call database.
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