Toshiba Strata CTX Insight CTX, Руководство супервайзера

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Reports
Using MIS Reports to Improve Performance
Insight CTX Supervisor Guide 04/03
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One client established that the average time spent in wrap-up of an order took over ten
minutes because the sales agent had to print off an order confirmation and take it to
the mailroom for processing. Now the printer is located in the mailroom and wrap-up
time is reduced by 75%.
Unexpected Out-of-hours Customer Demand
Using the out-of-hours shift for reports, you can establish if there is a demand for your
services when you are closed.
Using Profile Reports, identify the demand and the timing. Consider opening at this
time to handle calls. If this is not possible, consider giving callers the option to leave a
message to be dealt with as a priority when you start work. The third option could be
to overflow to a bureau. In all cases, it is recommended that an out-of-hours message
be played apologizing for the fact you are closed, stating your opening times and
advising of available alternatives, if there are any.
Complaints About Too Many Transfers
You may have customers who complain their call gets passed around the organization
before they get the person who can deal with their problem.
Use the Group Traffic Reports to identify the agents who transfer callers the most and
then the Event Reports to find out the details. This could indicate needed training for
those agents in the skills and knowledge of handling calls themselves. Inquiry calls
could also indicate a similar problem.
If high proportions of calls are transferred because they are not dealt with by the
receiving department, consider other methods of routing the calls into the correct
department without human intervention. This could include using DID numbers to
route calls into appropriate departments. This is ideal if you are in a position to
educate your callers.
The ideal caller here would be a field employee, employees at other locations and
customers. Another idea would be to answer all calls with an Auto-Attendant (AA)
and make the user select from a menu. The AA would then route the call according to
the selection made.