During call centre activities, a single view of the contact coming from every interaction point is available.  Highly sophisticated programming techniques resulted in a single screen to handle all the call centre functions.

Depending on your organisational objectives and size, any number of the following modules can be selected:

• Event Management
• Mail Desk
• Activity Management
• Work Flow
• Campaign Management
• Plant Maintenance
• Email and Web Integration
• Call Centre for Inbound and Outbound Calls
• Relational Contact and Client Management
• Real time access to existing Financial, Work Orders, Rates & Licence databases

The Call Centre and the Client Contact Management Modules are the backbone of the proposed solution. A single screen handles entire customer service operations using one of the most advanced Total Client Management systems in the world. The Call Centre for Local Governments package includes:

• 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 linking to the same contact (car rego, assessment number etc) are also available without duplicating the data entry.

• Date and Time Stamped: Each request is date/time stamped and the call duration is automatically recorded.

• Call Type: Information Requests and Action requests are clearly defined and resultant activities automatically generated, 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.

• Priority and Completion: Each Major and Minor Subject carries a default priority level and the required completion time that can be overwritten if required.

• Outstanding Transactions and Enquiries: Outstanding Call Transactions and Enquiries can be accessed and grouped by: Operator, All Operators and last 7, 14, 21, 20, All days.

• Auto Escalation: If an action hasn't met its 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.

• Anonymous Calls: Anonymous calls can now be recorded in the system.

• 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.

• 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.

• 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.

• 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.

• Workflow: If Efficiency’s standard Workflow Module is used or the customised information flow to third party databases is maintained.

• 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'.

• Scheduling: Not only scheduling the customer related operations EFFICIENCY provides a powerful scheduling module for the entire council functions, resources and venues.

• Task manager: Task Manager runs on NT servers 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

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 graphic spreadsheets, grids, newspaper columns, forms labels, OLE2 or HTML

Reports included in the systems include: The following is a list of typical reports provided with the system.

Standard reports can be easily customised with the development kit or the report writer.

Related Modules:
• Contact & Client Management
• Sales Management
• Service & Support
• Campaign & Marketing
• Activity Manager