SV8100 MyCalls

A new standard in ‘real-time’ call management for any business – regardless of size

How much do missed calls cost a business?

Most businesses don’t even know – you can’t manage what you can’t measure. MyCalls gives you all the information you need to manage every aspect of call activity & performance. Real-time information in easy to view formats helps busy managers maintain service levels with fast follow-up on missed calls.
Enhanced Call Handling
Full call control is available from the PC desktop. Phone books, click and dial, BLF (Busy Lamp Field), configurable action views, screenpops for incoming calls – it’s all there in one easy to use package.
Real-time Call Management
MyCalls give managers a real-time view of calls as they happen. When supervisors are alerted to rising call volumes, they can move agents between different ACD queues to smooth workflow and
enhance service levels.
Wallboard displays can also include external data sources such as total yearly sales from a company database for motivational purposes, or any relevant web page such as stocks and shares.

Powerful Reporting

With the new MyCalls Director’s Report (above), an MD can be provided with detailed updates of the most critical business information, sent automatically by email at the end of each day. An excellent management tool, even when away from the office.

MyCalls also offers a huge range of different reports which can be individually configured with ‘exception reporting’. This saves time for busy managers because it only alerts them when exceptions occur to conditions they set; for example, levels of missed calls, phones off the hook, calls to premium rate numbers etc.

Secure, Accessable Call Recording Telephone calls can be recorded, archived securely, retrieved simply, played back and exported by e-mail. Call recordings have real value in staff training and in resolving disputes more effectively. Advanced features include ‘waveform display’, ‘sound clips’ and ‘section marker’ (below). These features increase functionality of recordings, providing the ability to listen to specific sections, export clips via email and more.

7 good reasons to choose MyCalls

• Increases sales & call productivity
• Enhances customer service & response
• Helps measure and manage sales & marketing activity
• Underpins call performance training
• Call recording helps resolve disputes
• Real-time information enables managers to respond quickly to changes in call traffic, particularly missed calls
• Call statistics displayed on a wallboard to the team provide positive motivation