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The key to managing a successful call centre is maximizing available resources and agent productivity. A Toshiba ACD/MIS
package can provide you with the management tools and operational overview
you need to run your centre at optimum efficiency. The ACD portion of the
system ensures that incoming calls are distributed evenly, so agent
productivity is maintained at a high level, and inbound callers are
handled efficiently. The MIS portion of the system allows you to monitor
your operation on a real time basis. You know what's happening right now,
at a glance. You can monitor traffic. Measure agent productivity. Isolate
problem areas. Reallocate resources as the situation demands. Plus,
variable alarms allow you to react to potential problems the minute they
arise. The system can also compile historic reports that will enable you
to make informed decisions concerning your call centre operation.
A Toshiba ACD/MIS call centre system is the fastest and easiest way to simplify your management tasks,
improve agent productivity and increase customer service. But most of all,
a Toshiba ACD/MIS system can help you cut costs by ensuring your staffing
meets, but does not exceed, your call level needs, and that each
individual agent is efficient and productive. The Toshiba ACD/MIS system
... it allows you to do more, with less, and makes the most of what you
have.
Automatic Call
Distribution
The Toshiba Automatic Call Distribution (ACD) feature delivers powerful
call processing capabilities that can make any business more successful.
By utilizing ACD, your people will be able to handle a high volume of
incoming calls more efficiently and effectively, improving overall
productivity. ACD can also alleviate call bottlenecks, enable you to
streamline your operation, aid operations management, and enhance your
company's image by improving customer service. Even more importantly, it
can make a big difference where it counts the most - your bottom line.
Maximize
Agent Productivity
Automatic Call Distribution manages incoming calls by answering them on a
"first-come, first- served" basis. Agents answer them either on
a "most-idle-first" or "next-available-first" basis.
This ensures that calls are evenly distributed over an answering group
while maximizing agent productivity. ACD also allows overflow calls to be
automatically directed to another call answering group whenever necessary.
With the optional MIS, the system even provides you with detailed reports
on individual agent call handling patterns and performance. With its
exceptional call handling and monitoring capabilities, ACD will help you
increase profits by allowing you to maximize agent productivity and
allocate resources more effectively.
Exceptional
Capacity - Powerful Flexibility
Toshiba's ACD feature provides sufficient capacity for a wide variety of
application environments. Agents can log in or out of the system at any
station, providing the flexibility you need in an active workplace. It
can even be programmed to give agents a predetermined time between calls
to complete paperwork. Agents can also request supervisory help with the
push of a single button. And whenever the number of calls waiting
exceeds a preset threshold, Toshiba's ACD feature alerts the designated
group supervisor, so that other agents can be directed to help answer
the waiting calls.
Connectivity
That Works For You
When used in conjunction with LCD phones, agents and managers can have
instant access to the number of calls waiting in queue for a group. ACD
gives you the power to handle ACD only applications, as well as the
flexibility to support integrated telephone system-ACD applications with
departmental call centres. It can also be used with either Toshiba's
proprietary digital telephones with feature button functionality or with
standard DTMF station sets. And when connected to an optional Toshiba
MIS system, you'll also receive on-line status displays and invaluable
historical reports that further enhance operational efficiency,
productivity and performance.
The Total Call
Processing Solution
The exceptional features, performance and unsurpassed benefits of
Toshiba's ACD call processing feature makes it ideal for a wide variety
of businesses and inbound call centres. From customer service groups to
inbound telemarketing firms, in-house travel agencies to human resource
departments, ACD streamlines, manages and improves every facet of
inbound call handling. Whether you need to handle a large volume of
incoming calls, improve customer service by responding to every call in
a more timely manner, or increase revenues by maximizing operational
efficiency, utilizing Toshiba's ACD feature offers the total solution
for your call processing needs.
Management
Information System (MIS) Options
In addition to the ACD system, an optional Management Information System
(MIS) can be used to provide enhanced supervisory monitoring of ACD
activity via CRT screen displays and to generate printed reports on call
statistics and agent performance. Toshiba offers MIS products that are
ideal for use with ACD applications.
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Design
and Specifications are subject to change without notice. For best
results and reliable performance, always use supplies manufactured
or designated by Toshiba. |
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