Monitor, Report, Manage
Call accounting and Reporting systems capture Call Detail Records (CDR) from phone systems to report on telecom usage, cost, and agent activity. The ability to track and monitor key performance indicators is critical to the success of any contact center. As multi-channel contact demands continue to rise, the need for strong historical and real time reporting capabilities is more important than ever.
Common Contact Center KPI’s
- Hold times
- Abandon rates
- Delay’s in queue
- Speed of answer
- Agent availability
- Web chat engagement
- Skill based utilization
- First call resolution
- Cost per call
Armed with historical and real-time information, your Contact Center Managers will have the opportunity to make short/long term staffing decisions as well as minute by minute management adjustments. An effective reporting strategy will identify performance gaps, improve service levels, and provide a mechanism for quality and cost control.
This level of reporting used to be reserved only for enterprise level contact centers. While we still excel with those customers, third party partners have made this such an easily deployed tool that many customers have taken advantage of it in the mid-market space as well.
More than anything, the customer support team is what makes this program tick for us though. Knowing that we can call, and get courteous and quick response to our needs is paramount. Being an inbound/outbound call center you come to rely on your partners almost as much as your customers, and DATEL makes this easy!
Imperial Press Direct
City of Euclid
The City of Euclid replaced an old Nortel Phone System with an Avaya IP Office Server Edition Phone System across 9 locations with embedded voicemail and Avaya Call Reporting. Laketec Voice Engineers provided training to employees across the City.
The Toledo Clinic
The Toledo Clinic selected Laketec to replace their Nortel phone system with an IP Office
The Village of St. Edward
One of the projects Laketec has provided is a dependable and unified Nurse Call system. The Nurse Call system Laketec installed provides peace of mind for residents and staff knowing that no matter what the situation is, the system deployed can crea...
Hartville Hardware has relied on Laketec to provide Communications systems since 2010. Branded products that Laketec designed, installed and supports are: Datel Call accounting, Avaya IP Office Telephone systems, Spectralink wireless handsets, HP swi...