Benefts of Using QueueMetrics in Your Call Center

Call-center monitoring is accomplished performing three basic processes: measurement,

analysis, and feedback collection. This creates a loop of assessment and control based on
scientifc metrics coming from various forms of analysis and evaluations.
For call center metrics to be efective, statistics and reports must be considered relevant,
practical and objective by the call-center center professionals.
Call center managers and professionals beneft from the performance analysis provided by
call-centers softare suites li!e "ueue#etrics and monitoring is a critical component of all
modern call-center C$#.
%t helps call-center professionals and customers have pleasant, efective e&periences hile
solving issues. %t also boosts consumer's confdence and company's reputation.
Call-center monitoring is an e(cient and professional means of ensuring top notch service and
guarantee customer loyalty, helping companies to:
)rant a consistent level of customer service
*levate candidates ho are eligible for advancement
+inpoint areas of concern,success
Focus on issues such as call conversion and customer retention
$ecord conversations and evaluate performance and identify directions for improvement
QueueMetrics is a call-center reporting pac!age for -steris!. and -steris!-based phone
systems.
%t monitors data from the phone system and
produces in-depth reports on call center
activities. -lso detailed reports on past activity
can be produced along ith real-time summary
screens on current activities, including
call-center all boards, "- and /eb$TC
functions via integrated softphone.
%t can be used to monitor inbound call centers
ta!ing calls into 0ueues or outbound call
centers or both simultaneously. - single
installation can monitor multiple phone
systems.
+rofessionals running call centers using "ueue#etrics have reported the folloing benefts:
%t gives instant access to vital statistics from any device ith a eb broser ith no need
for any special softare or specifc 1management1 +C tool to be installed and maintained.
%t allos a call-center manager,supervisor to identify busy periods, 0uiet periods and
periods here calls are missed in order to manage sta(ng levels to be most e(cient.
%t gives detailed information on hat the call-center as a hole is doing that can be
drilled don to individual agent level.
%t guarantee that targets, numbers of sales and agent activity can be measured on
industry-standard metrics in great detail.
%t has a simple licensing model and is
priced by number of -gents. There are no
confusing add-on or hidden e&tras. 2o
matter ho big or small the system is, all
features are available.
%t has a completely free customer support
and all the updates are free to donload
ithout any additional cost.
%t runs reports on call center activity,
divided by 0ueue and fltered by agent and
time period, that sho hat happened
during a specifed period 3e.g. ta!en calls,
lost calls, agents logging on and of...4.
5uch reports can be run hile -steris! is
running, so that you have no delay in
seeing hat6s going on. 7ou can see the
details of call center activity, li!e each single call that as handled or lost, and listen to it
through your eb broser.
%t has a single real-time panel shoing call center activity8 you6ll see calls being
processed by 0ueues and agent activity at the very moment it6s happening. 7ou ill be
able to listen to your agents' calls as they are being made, and optionally see their
screens through a 92C application and contact them through %#.
%t provides your agents ith a eb-based interface panel that lets them see their on
calls hile they6re being handled and optionally launch an e&ternal eb-app 3li!e a C$#
module4 as the calls come in8 they also can use it to log-on to -steris!, log of and
pause,unpause themselves.
%t gives agents a #o:illa and Chrome-based system-aareness application, to see in
real-time ho their performance compares to the 0ueues'.
%t allos e&ternal users, li!e your clients if you are an out-sourcer or the "- dept if you
run an in-house call center, monitor your call center in real-time and see a stripped-don
version of the current statistics.
%t allos trac!ing of call completion statuses and pause codes, so you can run statistics
on the result of your CC activity and on the time used by your agents, !eeping trac! of
their -C; and non--C; time.
-nd many other ama:ing features.
"ueue#etrics is meant to be free for smaller installations, that is up to to agents, covering
most 5<=<6s and passionate -steris! hac!ers.
>arger installation can buy a license based on the call-center si:e8 our clients testify 3see
endorsements page4 that the e&tra insight and control on your operation that "ueue#etrics
ma!es possible is ell orth its price tag?
@oin the thousands of companies that found their call-center solution ith us.
Try Free "ueue#etrics?