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During the call centre activities, a single view of the contact is available coming from all the interaction points. Highly sophisticated programming techniques resulted in a single screen to handle all the call centre functions.
Depending
upon the size and the objectives of your organisation, you may select
any number of modules from the following module suite:
Call
Centre for Inbound and Outbound Calls
Relational
Contact and Client Management
Activity
Management
Work
Flow
Campaign
Management
Event
Management
Mail
Desk
Email
and Web Integration
Plant
Maintenance
Real
time access to existing Financial, Work Orders, Rates and Licence databases
The
Call Centre and the Client Contact Management Modules are the backbone
of the proposed solution
A single screen is provide
to handle the entire customer service operation using one of the most
advanced Total Client Management systems in the world.
Auto numbering: Each enquiry and transaction is stamped with a unique number.
Multiple Requests for Action: Multiple requests from one caller (contact)
can be generated without duplicating data entry i.e. name, address etc.
Furthermore, Council specific
data which links to the same contact (car rego, assessment number etc)
are also available without duplicating the data entry.
Search Legacy Database:
Efficiency allows the operator to search one or all of these modules
(site specific) from the legacy database:
Vehicle registration
Assessment rates
Licences (various)
Dog Registration
BA and DA numbers
Financial Details
Work Orders
The records form these databases are updated into Efficiency as a batch process at selected intervals. If these databases are amongst one of the supported SQL databases then the update connection may be direct, otherwise, data transfer will be via the direct connection as optional.
For currently supported databases,
a search can be performed via direct connection as optional.
Date and Time Stamped: Each request is date/time stamped
and the call duration is automatically recorded.
Default to Operator/Location: Logon details automatically record the
operator and location. These values
are used for subsequent activities.
Call Type: The request for information and request for action is clearly defined
and the resultant activities are automatically generated by the system,
i.e. data entry is reduced for the information entries.
Service Specification: upon
completion, clicking on the Closed radio button, which sets the last
update date and time as the closing date and time, must close a job.
All internal Help Desk requests
and actions are handled by the same screen.
Priority and Completion: Each Major and Minor Subject carries a default priority level
and the required completion time. It
can be overwritten if required.
Outstanding Transactions
and Enquiries: Outstanding Call Transactions and Enquiries
can be accessed and grouped by:
The Operator;
All the operators,
and
Last 7, 14, 21, 30,
ALL days.
Auto Escalation: If an action has not been completed and closed by the deadline, the next person on the line (designated with various control options) may be notified automatically. This cycle can continue until the task is complete.
Follow Up Facility: The actioning officer may enter follow up actions, dates and times for the same client at anytime, if required.
The
Caller ID Recognition function is automatically enabled as long as the
sites PABX is TAPI compliant.
Stop Press Function:
We call it Yellow Sticky Notes; a daily messaging function
is available to notify operators when a department or section (branch)
area has temporary change to its specifications (e.g. if short staffed). The information or request of action automatically
pops up (as a yellow sticky note) on the screen as soon as the department
/ section (branch) was activated by the major or sub subject selection
action. These notes can be in
multiple and controlled by the valid date/time and Active = Yes/No flag.
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Knowledge
Facility:
Apart from the full-blown Knowledge
Base Operators can be prompted by an assistance window to assist
the operator in call handling e.g. what information should be taken from
or imparted to a customer in the circumstance.
For detailed information about
council procedure, processes, news etc, there is the knowledge base intranet
facility.
Cost:
The system has a field for the cost of a particular job to
be entered?
Auto reference to Incident
Site/Event: All the other references to an incident
by the Major and Sub Subject combination are automatically displayed on
initial enquiry screen via a pop up.
This feature may be turned
off for certain combinations.
Notes Fields:
Each call can have call specific notes, separate form the incident
(site) location. In fact, the
system requires some notes to be entered before saving the enquiry.
The incident (site) details
are captured by the full address. Suburbs
may be limited to those which are part of the council.
There is a site specific note
field to take notes about the site.
Notification Methods: The method of communication i.e. phone, SMS, visit, letter, Email etc, for each call transaction is defaulted and it may be overwritten.
Each major and sub subjects can carry two levels of forms, one from the word processor, the other from the report writer.
Each of can be printed or emailed
to the service department / section (branch).
Workflow:
If Efficiencys standard Workflow Module is used or the customised information
flow to third party databases is maintained.
Questionnaire: Efficiency
users can include any type of questions under a Questionnaire Header record.
These records can be assigned to a specific Campaign Split or used
in general occasions.
Questionnaires can be used
against Efficiency's existing database or for a temporarily imported List.
Call Guide List:
The Efficiency Data Dictionaries and Views are
used to create 'Call Guide Lists'.
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Task manager
The Task Manager is a utility that runs on the NT server
as a programmable scheduling tool and capable of integrating the entire
operation to the external word.
The information flow between
the other databases, internet, e-commerce, email and EFFICIENCY can be
achieved with ease and considerable cost benefits.
Task manager also automates
the distribution of the information from EFFICIENCY to the managers and
users in the form of e-mail or printed reports.
Reports and Enquiries
Pre-programmed Reports: In addition to existing reports provided in the system, report writer will allow the users to produce any reports in one or a combination of the following formats:
Graphics
Spreadsheets
Grids
Newspaper Columns
Forms
Labels
OLE2
HTML
The following is a list of typical reports provided with the system.
Outstanding Complaints
by:
Department
Section (branch)
Complaint Type
(major and sub subjects)
Actioning Officer
Accountable
Officer
Overdue Complaints by:
Department
Section (branch)
Complaint
Type (major and sub subjects)
Actioning
Officer
Accountable
Officer
Total Activities by:
From to date
Action
or information
Follow up reports by:
Date range
Action Officer
For more information contact AVA Systems: +61 2 9906 3505 or sales@avasystems.com.au
Total Client
and Business Management Solutions
© 2002 AVA Systems
- All rights reserved