Get Better With Each Encounter
There is a time for action, and a time to sit back and analyze
A good Call Monitoring Software collects all data from your previous campaigns and helps you make smarter, data-driven decisions for more effective future campaigns. Intalk.io empowers supervisors and managers with reports and analytics of their team’s performance so that they can guide their agents towards an increased FCR (First Call Resolution) and a reduced AHT (Agent Handling Time).
A Comprehensive Dashboard
A Call Center Reporting Software that helps you get reports of all the conversations that you have with customers on different channels of engagements such as voice, email, SMS, and Social Media. A well-presented dashboard to help you have a quick analysis of all the vital business operations. Intalk.io allows you to view the details of callers that are lined up in the queue and helps you keep a tab on all the activities of your agents.
Campaign & Operations Monitoring
A call monitoring software that helps you get an overview of all the operations and marketing campaigns for better decision making. Plan your marketing strategies by evaluating the data of your previous campaigns and enforce changes in the areas that can benefit you the most. Also, keep a tab on metrics such as call recording, call analysis reports and others.
Access & Exclusion Control Protocols
Your audit team and your quality team may need different reports and statistics to accomplish their tasks. Intalk.io allows you to configure access & exclusion protocols to provide skill-based access to employees. A call center analytics software that provides specific rights to specific employees.
Call SLA Indicators
A Call Center Analytics Software that allows you to track call SLAs to help you maintain complete transparency between you and your clients.
A call center analytics software that helps you retrieve all the reports of conversations with your customers for compliance purposes. These reports are saved in highly secure databases to ensure maximum security of customer information.
Automated Reporting and Scheduling
A Call Center Reporting Software that generates automatic reports based on the ongoing operational activities and the performance of your team. Configure report-based notifications and alerts according to your business requirements.
“Those who fail to learn from history are condemned to repeat it.” -Winston Churchill
Gain Valuable Insights to Make Data-Driven Decisions
Contact centers need comprehensive data and metrics to have a proper plan of action for the future. With Intalk.io, you can track the performance of your agents, get insights on the ongoing campaigns and keep a tab on many other activities. Intalk.io provides advanced and sophisticated reporting and analytics to empower you to make sound decisions that can drive your sales and strengthen your customer relationships.
Frequently Asked Questions
As a supervisor, how can Intalk.io help me?
Benefits of call monitoring software for Supervisors:
A call monitoring software such as intalk.io has elaborated reporting features. It has a separate login for supervisors that displays real-time reporting, analytics and historical reports to help you gain deep insights into all the activities of your agents.
Can I track SLAs and other important metrics in a call monitoring software?
A call monitoring software helps you track SLA and other important KPIs such as Agent Handling Time, Average speed of Answer, Average hold time, First call resolution etc. This helps you figure out the overall productivity of your team and helps you make better, data-driven decisions.
Does a call monitoring software provide agent productivity reports, call detail reports and other important reports?
Yes, a call monitoring software such as intalk.io provides a comprehensive agent productivity report and call detail report.
Other reports include Inbound Performance Reports, Abandoned Calls Report, Missed Call Reports, Voicemail Report, Auto Call Distribution Detail Report, Campaign Call Distribution Summary Report, Manual Outbound Performance Report and CallBack Report. These reports can be exported to your email ID in PDF, CSV or JSON formats.
Does a call monitoring software have different logins for agents, supervisors and admins?
Yes, a call monitoring software such as intalk.io provides a separate login portal for agents, supervisors and admins. The information and accessibility on all these portals vary according to the requirements and responsibilities of the given user.
Does intalk.io have wallboard features?
Yes, we do install wallboards. Wallboards collate all important metrics such as average handling time, SLA, Average speed of answer etc. These metrics can be changed and customized according to your will and can be displayed on an LCD screen or a projector screen for better visibility.
What Our Clients Have To Say
“Ever since deploying Intalk.io Customer Support Solution, our customer engagement and retention rates have constantly been on the rise! From a customer’s perspective, the overall experience has been phenomenal. We look forward to doing many more projects with Intalk.io.”
Mr. Ashish Gopal SaxenaChief Technology Officer at UGRO Capital Ltd
“We were looking for a solution that could be seamlessly integrated with our backend softwares. Our business model requires getting clients onboard on the fast track. Intalk.io empowered our agents with a single-screen interface for multiple tasks which subsequently helped us provide a seamless experience for all our customers. Intalk.io is a highly efficient and customer-oriented solution and we recommend it for all contact center requirements.”
Mr. Suraj SardaChief Accounts & Finance Officer at Astute Group
“We couldn’t have found a better contact center solution to help us independently handle all the customer queries across all our 12 brands. Intalk.io seamlessly integrated into our existing CRM, making available all the details of the telephony in our CRM itself and providing us with exceptional reporting and monitoring abilities. We have witnessed a tremendous growth in productivity - around 29% - after employing Intalk.io as our contact center solution. I would personally recommend Intalk.io for all businesses that would like to enhance their customer experience..”
Mr. Mukhtar AnsariAssociate Vice President - Information Technology & Infrastructure - Rebel Foods