Reporting

Collecting accurate data about incidents, mishaps or observations can be labour intensive. Often several calls are received - customers are doing their bit to alert you - processing this data for action is yours.

  • Quick and efficient way to collect focused data
  • Collected information can be rapidly processed for action
  • Providing an easy-to-use interface for customers to report events or mishaps

The Reporting solution assists users to report events, mishaps or observations through speech-enabled self-service using prompt functionality to hone down the callers data, asking direct questions to collect precise information to help you in dealing with matter promptly.

The solution collects detailed information and directs it through back office functions such as CRM or accounting to send the information to appropriate department to manage the response. 

A seamless flow of information from collection to action creates efficiencies in the coordination of activities as well as providing improved customer service as Reporting can handle multiple customers at one point in time – reducing call waiting times and offering more services at incremental cost.

Learn more, download the Reporting product sheet.

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Customer Quotes (Stop animation)

“Plans to recruit additional customer service telephone advisors have not had to be realised, saving the authority at least £37,000 in salary and on-costs.”

“Staff response to the solutions has been very positive and, all in all, it is a good value solution which supports our switchboard teams when the volume of calls exceeds staff availability.”

“QueueBuster has enabled us to manage our peaks and troughs far more proactively and at a lower cost to serve per customer”

“Our aim throughout this exercise was to achieve the right balance. QMax has helped us to achieve this. It has been integral to the success of the project.”

“Internal communications have improved and the use of ContactPortal has promoted mobile working, enabling a quick response to a staff query or voicemail. This has further enhanced overall staff productivity.”

“Argyll and Bute Council seek to use forefront technologies to deliver high quality, efficient services and the partnership with Netcall means the council’s switchboard, customer service centre ACD and telephone payments systems now work through and with the wider Lync system used by all council employees.”

“Our intention is that the reminder system will be used for patients who are due to come into the hospital for planned, elective surgery. The potential financial benefit is likely to be even greater than outpatients, due to the high cost of wasted operating theatre time.”