Real-time on-line supervision system for executives (InfoACD)

Unable to handle operation in customer service center worries customer service representatives the most. Info ACD provides executives a real-time on-line supervision system to manage and organize the operation in the service center.

Overall supervision process

Queue status of customers’ inbound call can display the number and waiting duration of real-time on-line customers’ inbound calls. Executives can adjust all customer service representatives’ jobs flexibly to avoid customers’ waiting impatiently and also supervise all customer service representatives’ operation status, service, communication and absentee durations.

Cross-group responsibilities and flexible system usage

Customer service executives can manage their most professional field via responsibility assignment of system console—control on customer service representatives, assigning skills to each team, recording service codes, reasons for customer service representatives’ absence, setting new employees’ accounts and authorities, display contents that customer service representatives intend to show…..etc to provide a professional system to help executives organize customer service center.

User-friendly system management for executives

Unable to operate system functions worries the executives the most. The interface of InfoACD displays functions clearly. User-friendly designed columns in the system enable the executives not proficient at IT to make settings on server or database according to system form or wizard without making setting errors caused by lacking knowledge for selecting options.

Perfect operation planning

The group division of InfoACD can transfer customers’ inbound calls to the most appropriate customer service representatives to impress customers by professional division of labor and customer service representatives’ discipline.

Self-defining system fits for each corporate system

Organization attributes shall vary with service records demanded by customer service center. Executive can set various absence reasons for customer service representatives and remark items after phone service. The options in this system can fully support self-defining. Setting handling duration for word-processing
Each customer’s inbound shall be handled as soon as possible. Executives can set staff’s processing duration after answering a phone call to reduce time waste and enhance customer service efficiency.

Easy-to-understand report

Multi built-in phone service reports of InfoACD saves executives the trouble for handling numbers. Easy setting enables this system to generate illustration report automatically to offer digits to help executives making decision analysis more suitable for the demands of customer service center.