Solve 10 Contact Center Problems - Fast!

Are you facing one or more of the following challenges in your call center? Then TASKE's call center software is the answer for you.

• Problem 1: Unable to monitor agent activity

  Supervisor: I need to know what my agents are doing at all times throughout the shift, and how their actions are affecting our call handling efficiency.

  Solution: The real-time area of TASKE Contact provides second-by-second real-time monitoring of agent activity and displays ACD statistics, such as the longest waiting call, on the supervisor's computer screen. The supervisor can track agent performance and react to potential call traffic backups before service levels slip.

• Problem 2: Simple management of the contact center

  Supervisor: I need to generate reports on contact center performance, call volume, individual agent activity or queue activity to help me manage my contact center effectively.

  Solution: TASKE Reports, part of TASKE Contact, provides more than 150 standard reports on abandoned calls, individual agent activity, agent groups, extensions, trunks, queue groups, activity codes and more. With simple report templates that can be saved and conveniently used again, supervisors can quickly compile detailed call activity data.

  You can instantly view and print daily, weekly monthly and yearly contact center performance data in intervals as low as 15 minutes. You can also schedule automatic report printing for any time of the day, or automatically email reports as spreadsheet, database, or text files - even HTML or PDF formats! With an Internet connection and Web browser, you can view your reports even while on the road.

• Problem 3: No information about abandoned calls

  Supervisor: I need more information on abandoned calls in my contact center.

  Solution: TASKE Reports includes abandoned call reporting, which displays detailed information on calls that are not received by an agent prior to hanging up. These reports list all abandoned calls for a given queue, including start time, time to abandon and the caller's automatic number identification (ANI) information, such as telephone number and, if available, name or city. You can also generate abandoned call reports for any historical telephone system record created by previous versions of TASKE software.

• Problem 4: No mechanism for forecasting demand

  Supervisor: How can I predict how many agents I'll need for particular shifts?

  Solution: Estimating call loads and scheduling the correct number of agents are critical to any contact center supervisor who needs to strike a balance between economy and service. TASKE Call Management Solutions can help.

  TASKE forecast reports, included in TASKE Contact, assist supervisors in accurately planning resource requirements and estimating call patterns. Based on historical contact center data, these reports can estimate the number of trunks and agents required to maintain service levels, project call demand by hour or half-hour for each day of the year, and track seasonal contact center variations by week or month.

• Problem 5: No method for reporting service levels

  Supervisor: We have a mandate to maintain a minimum Telephone Service Factor (TSF) of 80%. I need to know when service levels begin to slip so I can motivate my agents and continue to give our callers the best possible response times. In addition, my superiors require a weekly report that includes our TSF for each day of the week.

  Solution: Both TASKE Real-Time and TASKE Reports provide telephone service factor (TSF) and answer service factor (ASF) percentages. Using the Real-Time area, get service level shift statistics for any monitored queue or queue group at a glance. Simply select the desired review period and view the TSF and ASF shift averages for the last hour, the last 12-hours, the last 24-hours, or for the current day (12:00 AM to present). When its time to provide the weekly reports, use the Queue (or Queue Group) Weekly by Day Report to view the TSF and ASF percentages for each day of the week.

• Problem 6: Not enough agents available

  Supervisor: I want to know right away when calls are backing up or if there aren't enough agents available to handle current call traffic. This way I can correct the situation before it becomes a problem.

  Solution: The TASKE Real-Time area (part of TASKE Contact) features visual and audible supervisor alarms that alert you to situations requiring your attention. You can set the webSign to sound a warning tone or play a custom sound (WAV file) whenever call traffic exceeds pre-defined thresholds. For example, you might want to set alarms that let you know when there are more than 5 calls waiting in queue or when fewer than three available agents are logged in. You can rectify the situation before service levels slip.

• Problem 7: Need to manage while on the road

  Supervisor: I want to manage my contact center when I'm on the road or away from the office.

  Solution: TASKE Contact features a Web-based, lightweight, and fully customizable web portal designed as a portal to your contact center. The TASKE web application supports most Java-enabled common browsers, including Microsoft Internet Explorer (IE) and Firefox. This solution is also operating-system independent, providing you with the ability to manage your contact center from any computer with Internet access, including UNIX-based systems, Apple Macintosh computers, and thin-client Network computers.

• Problem 8: Scheduling agents takes forever

  Supervisor: Scheduling agents takes so long! Is there a quick way to create agent schedules that take into account my company's business hours, peak call-traffic periods, part-time employees, vacation time and other scheduling issues?

  Solution: TASKE Contact features many integration with leading workforce management products. These applications work with TASKE Contact in forecasting staffing levels and scheduling agents quickly and easily. You can make schedule changes on the fly and verify that agents are following their schedules with the agent adherence feature in the TASKE real-time area.

• Problem 9: Managing multiple contact centers from a central location

  Supervisor: We've got contact centers in a number of different cities. How can I manage these multiple locations from one office?

  Solution: With TASKE Enterprise, an optional add-on module to TASKE Contact, you can manage multiple sites from a single desktop computer. Whether across town or around the world, you can monitor remote contact center locations simultaneously in real time and generate detailed TASKE reports on call activity. TASKE Enterprise leverages Internet and TCP/IP communications to consolidate contact center data. Since it uses existing wide area networks, TASKE Enterprise does not require installation of private voice network or other expensive hardware upgrades.

• Problem 10: Reviewing the past is impossible

  Supervisor: Real-time monitoring of call activity is great, but sometimes I wish I could review past ACD events.

  Solution: With the TASKE Replay feature, you can review ACD activity exactly as it happened. ACD replay plays back historical agent or queue activity as it appeared in TASKE's real-time area. Playback speed is fully adjustable and you can stop, rewind or fast-forward with the click of a mouse.

  The Replay trigger feature makes it easy to pinpoint the source of inefficiencies in contact center performance by automatically halting playback at pre-selected thresholds. For example, you can set the playback to stop at the first abandoned call of the day in order to verify queue volume and agent actions at that time.