Call-Center

Your call handler in a multiple staff department is called an agent. The agent is dedicated to handling calls for your customers or prospective customers. You must manage these staffers activities for greater control of calls and staff productivity. Now there is affordable Call Center function in the Novacom Avaya IP Office.

Until now, the Novacom Call Center feature was a very costly option. Today, with Novacom's new small to mid-sized market Call Center technology you can afford your own Call Center system that:

Tracks all call so the Call Center form the initial ring to the final hang up;

Records all activity (legal in NJ with one party's consent);

Prints or display on screen with up forty reports-some optional; and

Offer real time coaching staff.

With each installation detailed data is being collected and stored in a way that is easy to retrieve and view. There are over 40 different reports so you can truly understand what’s happening on the phones. These reports can show you detailed information about each call. You can also run summary reports showing you quickly the information you need, or perhaps you wish to report overtime using one of our many time interval reports. Using flexible filters, reports can be customized formats that best fits your needs quickly and real time. Report filters include:

•Agent / Extension Reports;

•Calls missed and abandoned;

.Agent / Extension Reports;

•Group Reports;

•External Number/Caller ID Reports;

•Call Direction;

•Call Costing;

•Time Intervals form answer, on hold, answer;

•Line activity and need to add/delete lines.

Costs: The cost to support the Call Center feature starts at $275.00 per month

Plan, Organize and Control is the key to managing staff resources. The Call Center is the proven best means to train and manage Call Center staff. Proven approach to productivity. A mandatory management of call handling.

What is on this page.

The Call Center is the best management tool for staff members who expend significant time on calls. This approach is the most important business tool and almost always saves significant staff costs. The future and bottom line of all businesses is based on productivity. The Novacom Call Center is mandatory for all businesses that relay upon a staff of people who are dedicated to handling calls; their job is to work with customers on the phone. As a manager, you will be afforded the most comprehensive "picture" with live recording of how the staff members handle your customers; especially applicable in health care in the litigious environment..

Key to productivity is that you calll handlers "field calls" and view call activity and calls on hold of of their associates.