Toshiba Strata CTX Insight CTX, Supervizor'S Manual

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Reports
Using MIS Reports to Improve Performance
Insight CTX Supervisor Guide 04/03
59
Using MIS Reports to Improve Performance
This section deals with some of the potential problems identified using the reporting
package and possible solutions to those problems. As with many things there could be
a number of ways to improve performance and increase productivity so you may need
to try different things to see which work the best.
Abandoned Calls and Long Waits
You may identify a problem of long waits and too many abandoned calls. Here are
some solutions to this problem:
Solution A
Using methods for keeping the caller waiting is usually one of the first methods
employed to handle the callers. This can be accomplished using the recorded
announcement facilities. Well worded messages played to callers in the queue have
proved to be very successful. Avoid repeating the same message over and over and
consider playing music or other recorded information between greetings.
Solution B
If your staff make outgoing calls at the same time as they receive inbound calls,
consider restricting the outbound activity to a less busy time of day. Use Profile
Reports to identify the peak hours and the quietist times of the day.
Solution C
Consider overflowing calls to other members of staff in other areas of the business.
Although this could be less than ideal it could eliminate the lost order or lost customer.
Research has shown that 60% of callers who abandon do not call back.
Solution D
If you do not use headsets, consider introducing them. Headset use will speed up calls
whenever keyboard work is involved. Headsets could also permit the use of the auto
answer feature on Strata CTX. This speeds up the call process and reduces noise and
stress in the call center.