Call Centre Management

Management visibility of call centre activities is vital to ensuring quality outcomes from this vital component of organisational customer service.

Open Office's Call Centre Management Module gives you complete visibility of the activity within your call centre and provides total integration to call completion, knowledge management systems and service quality management - without the need to resort to super-expensive high-end systems. Open Offices modules provide:

  • Customer service management
  • Call level monitoring
  • Statistics and reporting by call types
  • Statistics and reporting by operator performance
  • Statistics and reporting by call closure times
  • Trends
  • Service exceptions
  • Knowledge base - capture and re-use of previous answers to guide new staff
  • Escalation
 

Public scrutiny, stakeholder participation, and the potential ultimate escalation to the legal system demands the highest possible quality management of due process, oversight of the public record, correspondence management, consistency of application and exemplary customer service.

Our proven platform options and process modules come together into a customised, integrated solution with all the elements you need to suit your specific needs and budget.

Choose the processes you need to automate, then add the quality elements you want from those available with the various options in the base platform. You could be excused for thinking that the job's nearly done!

LOW RISK        HIGH FUNCTION           PROVEN CAPABILITY

Bidirectional integration with leading CRMS, Finance and Document Management Applications including rating systems, GEAC, Civica, MYOB, Oracle, TRIM, Sharepoint, internet portal access, and Whole-of-Government sign-in systems in most states.