NEC MyCalls - Call Centre

NEC MyCalls Call Centre

Bringing enterprise performance to SMBs

Intelligent call routing is fundamental to call centre operations, irrespective of scale. The NEC SV8100 system has a powerful, robust Automatic Call Distribution (ACD) system.

MyCalls Call Centre is tightly integrated into this to provide supervisors with the controls, real-time visual cues and management information that are required to sustain high levels of call-handling efficiency. ACD manages multiple queues on the telephone system distributing calls evenly, following a set of logical rules in an attempt to ensure that no individual is overloaded while others are idle, and that calls are routed to agents with the most relevant skill-set.

Activity display

The MyCalls screen display gives a detailed real-time view not just of agent activity but also about key service parameters like numbers of callers in queue and call waiting times. To ensure service levels are maintained supervisors can log additional agents into ACD queues from their own teams or from other departments, which offer similar skill-sets. This is all arranged simply and quickly from the supervisor’s MyCalls desktop.

Additional alarms are provided to help manage ACD activity efficiently, for example queue overflow warnings or maximum times that agents may remain in a given state, e.g., after call activities (often referred to as ‘wrap up’). Supervisors are also able to select and configure performance statistics that can appear on the screens of their agents or on plasma wallboards to drive the achievement of agreed service standards.

Performance management and skills training are enhanced by the detailed activity reports that are generated by MyCalls in conjunction with call recordings made using MyCalls Call Recorder.

KEY BENEFITS

Increase Capability - Full call centre functionality built around NEC ACD technology enhances customer experience.
Raise Service Standards - Improved management control reduces caller delays in queues & delivers calls to those best able to help.
Maximise Agent Productivity - Managers have real-time information and activity reports essential to agent performance and training.

NEC MyCalls Agent Control

Call management made easy

Agent Control provided by MyCalls Call Centre is a two-way process. Not only does it provide the essential information for supervisors to maintain call-handling service levels, it also empowers agents with greater flexibility to deal with call traffic.

An Agent Control toolbar on every agent’s desktop enables them to log in and out of ACD queues and display their current status.

Because call queues are visible on screen or plasma display, agents can often enter other queues on their own initiative to lend support to hard pressed colleagues.

Agent status

Conditions such as Available, Wrap Up (handling after call activity) or natural break and other reasons specified by the business can be selected from the toolbar.

NEC MyCalls Agent Control Toolbar

Supervisors can add other reasons specific to their business, for example, some agents may be required to spend time picking parts to fulfil orders they have taken earlier. This flexibility helps a team work with greater efficiency, especially where staff resources are limited.

Because the different work states are always specified in real time, it enables supervisors to maintain more effective control over service levels and to run extremely accurate reports on agent activity.

KEY BENEFITS

Flexible working - Empowering agents to log in and out of service enables any organisation to make better use of limited staff resources.
Better Management Control - Busy managers save time because user-defined controls & alerts are only triggered when exceptions occur to defined service standards.