You need not worry about the cost of re-training old support staff or training new staff. Anyone can operate the system. Call tracking software is a sophisticated tool for managing and keeping record of customer service calls.The software, like other computer age tools, has now become indispensable to businesses thanks to its easy to use interface and multiple features.
Once you have installed the call tracking software, you will see the different panels on your screen. Each of the panel relates to functions such as call logging, details of the call, call journal, call assignment and call map. The supervisor assigns different calls to the staff,Next to the calls, you can state call details such as action taken, date and time.
Other staff can take down the details of the call and work on them. If your call center receives multiple calls about a particular issue, this will help all staff to coordinate to resolve the issue. You can select calls and put them on a common platform.
Another great feature of the call tracking software is that you can access it through internal networks or through the Internet. Not just that, if there are calls one executive has not been able to close, it can be assigned to another executive. You can mark the calls under heads such as Ongoing, Overdue, Follow Up. This ensures that none of the calls “fall through the gaps”.
Full automation of certain services such as amendments and tracking. Tracking service of existing callers and customers. Forwarding of queries to concerned parties. Automated enumeration of tickets issued. Email customization feature that allows you to customize and send off emails quickly. Organized information related to manufacturer, vendor, and lease. Emails regarding particular issues forwarded to the folder of the issue.
It gathers all information regarding an issue, in the form of call data, emails. Gathering all the scattered data regarding a particular issue is difficult and time consuming. This is where a call tracking software can help you.
Reports, and incorporates that into the new report that it generates. Not only that- it can store and convert the reports from one format to another such as Microsoft Word, Excel, PDF. You can use custom tools such as Editor and grammar check to give a final addition to the report.
The most recommended helpdesk software available today is web-based and comes with multiple features to enhance the experience of your customers. So do not wait, invest in one now. You can customize this call tracking software according to your business needs.
