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).
Data is the new oil, however, not everyone has the mastery of extracting it and even if they do, one needs to be armed with the right tools to study that data and make decisions in order to formulate effective strategies. A call monitoring software collates data from all your previous campaigns and enables you to make data-driven decisions.
With the help of analytics, your supervisors and managers can formulate an action plan for their team and can drive performance towards an increased FCR (First Call Resolution) and a reduced AHT (Agent Handling Time)
Features
A Comprehensive Dashboard
A call center monitoring software will help you extract reports of all the conversations that you have had with customers on multiple channels of engagements such as voice, email, SMS and social media. A well-structured dashboard will help you analyse faster and execute plans on the go. Intalk.io enables 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 auditors and quality analyst would require different reports and statistics to execute their tasks. Given the fact that the auditors ensure that the protocols are being followed, they need a different access and the same follows for the quality assurance team. A call center monitoring software provides specific rights to specific employees so that everyone has access according to their designation.
Call SLA Indicators
Transparency is the foundation of business growth. A call center monitoring software allows you to track call SLAs so that you can have complete transparency between you and your client. A SLA will specify that your call center is committed to answering a set number of calls in a specific period of time.
Historical Reports
In order to understand the business trajectory, it is important to look at historical reports. A call center monitoring software helps you to store and retrieve all the reports of conversations you have had with your customers. These reports are being saved in a high security database to ensure that the customer information is not being misused.
Automated Reporting and Scheduling
Timely check of the team performance is necessary in order to make corrections as and when required. A call monitoring software generates automatic reports based on the ongoing operational activities. You can configure notifications and alerts as per your business requirements. These notifications will give you a heads-up as and when required in order to help you keep the process on track.
“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 call monitoring software, 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.
Other Intalk.io Solutions
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 Saxena
Chief 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 Sarda
Chief 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 Ansari
Associate Vice President - Information Technology & Infrastructure - Rebel Foods
