Call Management |
Call Management is a web-based application which includes a call scheduler and
resource optimiser, which allocates calls to meet the customers contractual
obligations. Using advanced algorithms, the scheduling engine schedules calls
in real-time
Ensures that the best and most suitable engineer is assigned to the job, using
the Dynamic Scheduling Engine which takes into account factors such as engineer
skills, tools, shift patterns, SLA’s, priorities, travel, traffic delays etc.
The scheduling engine will provide the best scheduling order and call allocation.
When logging a call the process is driven by a predefined logical flow to meet
the individual business requirement. The risk of human entry error is completely
eradicated via the auto validation process, which eliminates the risk of employing
highly skilled resources for call management.
The call scheduling order will be established based on the actual contractual
performance and other parameters defined in the business rules. Another key
benefit is that contractual performance can be viewed in real time over the
web in various forms i.e. graphs, maps, charts and tables.
The Call Management module can be used as a stand-alone module or in combination
with the other Service Management modules to provide the immense benefits of a
fully integrated system
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Features |
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Dynamic Scheduling and Assigning engine will identify the best suitable resource
based on skills, tools, service level agreements, contract performance, shift
patterns and other business priorities
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Single Screen display of the status of jobs, work load and resource utilisation in real time
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Manual override to adjust the automatic scheduling decisions as per client requirement.
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Automatic rescheduling in response to safety critical calls; cancellations; or
interruptions due to traffic delays, weather conditions, etc.
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Open architecture, can be integrated with existing systems and completely customisable
to clients requirements
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Visibility is provided of all the activities from call scheduling to call completion
in real time, using different formats such as Map, Bar chart, Gantt chart, etc.
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The various activities such as engineers’ progress in a particular area, contractual
performance against group of contracts, number of scheduled calls against particular
contract is also available at a touch of a button.
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Customers can easily define various parameters such as SLA, Call Priority etc
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Benefits |
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Automated scheduling and allocation of work to field resources in real time
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Increased efficiency in the call centre
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Identification and automatic management of SLA violations
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Elimination of non-productive time and minimized overtime working
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Ability to offer "committed" appointments against known resource availability
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Increased efficiency in the call center
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Increased field productivity
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Improved customer service levels
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Improved management control and visibility
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