office (781) 890-2446
toll-free (800) 852-6776
e-mail info@a-commvds.com
Frustrated with a phone system that doesn't add value to your business
process?
Let us help you meet and exceed your telecommunications challenges!
Need Technical Support? Call us at 800-852-6776 - option 1
TeleVantage® Contact Center Features
Agents
and Supervisors
With TeleVantage Contact Center it's never been easier for agents
and supervisors to do their jobs. Agents begin their shift, take
breaks, and end their shift using special personal statuses,
activated with a single click in the ViewPoint™ or a simple code on
the phone. TeleVantage's familiar Call Monitor lets them view calls
visually, identified by caller name, phone number, wait time, and
any important information relating to the customer, reducing ramp-up
time at the beginning of a call. Agents working in multiple queues
can organize their workspace by viewing each queue separately or all
their calls together. Each agent has a personalized amount of
wrap-up time after a call, but if they finish early they can mark
themselves available again. Supervisor agents can monitor another
agent's call discreetly, jump in to coach the agent unheard by the
caller, or join the call as a full participant.
No Separate System for Agents to Learn
Because the TeleVantage Contact Center uses the same interface as
your phone system, there's no extra software for agents to master.
Agents receive queue calls in the Call Monitor just like personal
calls, but with the two firmly divided on their screen. They can
also send their personal calls directly to voice mail to focus
totally on queue calls. They begin and end their shift and take
breaks using the standard easy personal status pull-down menu or
simple phone codes. And when they're on the phone with a customer
they have access to the full array of TeleVantage's visual
call-handling controls, like fool-proof supervised transfers that
ensure no customers get dropped. With TeleVantage new agents get up
and running quickly, and stay focused on the single system they
need.
Supervisors monitor agent and queue performance in real time using Queue Monitor.
Flexible, Powerful Supervisory Features
TeleVantage offers a host of task-tailored supervisor permissions,
enabling you to define individual supervisors with the permission
set needed for the job. Choose whether a queue supervisor receives
calls like other agents or plays an observer role only. Supervisors
can view all calls currently in the queue, and click on any of them
to monitor, coach or join it. One-way coaching, unheard by the
caller, permits faster training of agents and higher quality. To
stay abreast of performance, supervisors can access the Queue
Monitor view, showing real-time statistics on performance for
individual agents and the queue as a whole.
Features
- Customers can define custom-routing algorithms, blending any of TeleVantage's standard call distribution algorithms with each other, or with agent attributes like costs or skills. For example, customers could blend "least talk time" with a negative agent "cost", so that your most expensive agents take fewer calls, freeing them for other tasks.
- Easy personal status menu or phone commands to indicate availability, take breaks, and end shifts. That means less agent training time and more accurate statistics.
- Flexible system enables agents to handle calls by phone only or using the graphical ViewPoint.
- Agents can be a member of multiple queues, with different permission levels in each queue. Agents with permission can sign themselves in or out of queues, letting them move to where they're needed most.
- Verbal announcements and Call Monitor tabs clearly indicate calls from different queues, so multi-queue agents know the topic before they even pick up the phone.
- Agents have a customizable wrapup time after each call before they receive another, for paperwork. Agents who finish early can click to end their wrapup time and return to being available.
- Agents can be optionally put on break if they miss calls.
- Agents can make outbound calls or queue business that are tracked differently than their outbound personal calls.
- Agents can work from remote locations with full functionality.
- Agents can use VoIP to take queue calls, including IP phones or NetMeeting.
- Maximize your resources by having overflow agents work on other tasks, taking queue calls only during heavy volume times when primary agents are busy.
Essential Supervisor Permissions
- Enhance quality by monitor agent calls, with or without the agent knowing.
- Give on-the-job training by coaching an agent's call -- the supervisor is heard by the agent but not the caller.
- High-level help without a transfer: supervisors can join an agent's call as a third participant.
- View all agents' current status in detail at a glance, queue by queue, to stay abreast of agent performance.
- Monitor real-time queue and agent statistics by day, period, and shift. Spot trends easily.
- Change agents' personal status to control availability and correct agent errors.
- Sign agents in or out of queues, moving them to where they're needed.
- A supervisor can receive queue calls like a normal agent or be an observer only.
- Supervisors can sign other agents into/out of a queue.
Take a tour now! Learn more about TeleVantage, our award-winning phone system!
Read more! Discover more about TeleVantage in our resource area, including customer case studies, product sheets and more!