Latitude :: Call Management and Recording

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Search, Analyse and Listen with Seamless Integration between Statistical Data and Spoken Word

In an increasingly competitive world, maintaining a professional customer service and support organization can help you to retain your customers.

That's why it is important to give proper attention to how customer calls and inquiries are handled within your business. Whether you have a single office environment with 20 staff or you have a network of PBX's with 1000's of staff at each site, Latitude provides the solution. Latitude interfaces with most telephone systems seamlessly combining call recording and management into one application to provide a complete overview of inbound and outbound call handling performance and the efficiency of an organisations telephony infrastructure helping you to train, monitor and motivate agents so as to maintain and improve customer relationships. Answer the Critical Questions Latitude with it's search, analyse, report and call playback features can empower you with the right information you need to answer those critical questions.

• How long does a customer wait before the telephone is answered?
• Are customers hanging up before being answered?
• What was the content of that expensive call?
• Was the agents call handling attitude, knowledge, listening skills and professionalism up to the required standard?
• Which agents are handling calls efficiently?
• What was said when the call was so short or so long?
• What are my peak business hours and days?
• How many calls are being abandoned because of lack of response?
• Which agents are handling the most, least or below average number of calls?
• Is the way the calls are being handled satisfactory - is more training required?
• Which customers call most frequently and what departments do they call?
• Do I need more attendants? If so, do they need to be attended at all times, or are there peak periods of incoming traffic?
• Do I have enough trunks to handle my outside line traffic?
• Am I paying for trunks that are hardly ever used?
• Are there incidences of employee abuse of the telephone?

Empower Your Managers Latitude is a Windows-based management tool that consolidates call-handling activities and visually displays to supervisors and employees/agents an extensive set of user-configurable windows with real-time statistics, historical reports and call recordings. This up-to-the minute information that supervisors then have access to, can help the management of staff resources and aid decision-making for your organisation. The extensive flexibility of Latitude allows a supervisor to customize his or her real-time screen to display information as needed. Audible and visual alarm thresholds can also be configured to alert of a specific situation that needs immediate attention.

Sample Latitude Screenshots Call Records 1 Call Records 2

Recording the Calls

Latitude includes full call recording facilities. As standard it blanket records all incoming and outgoing calls on analogue, ISDN or IP trunks providing continuous, high-quality digital recording and network archiving of the telephone conversations.

When calls have been located with Latitude's powerful search facilities a specific call recording can be instantly replayed with impressive simplicity. Latitude uses low-bandwidth audio streaming technology ensuring that recordings are delivered extremely quickly, minimising the risk of network bottlenecks. Once a call has been located it can easily be saved as a file for delivery by e-mail.

Supervise and Motivate

With Latitude, supervisors can monitor employee performance with the support of traditional and LAN wallboards. Supervisors can drive as many of these wallboards as needed, and each one can be configured to display two information views: wallboard view or status view. On a wallboard-view configuration, the supervisor can view up to eight key performance parameters from over 300 available options such as calls in queue, wait time, calls answered, calls abandoned, etc. The status-view option lets supervisors view the status of agents/extensions within a selected group.

Search, Analyse and Listen

Latitude provides you with an advanced user-friendly call search and analyse interface that enables supervisors to search for specific calls or groups of calls leveraging a multitude of relevant call data such as call volumes, call handling times, service levels, calls abandoned, calls in waiting and calls overflowed. Having located a set of calls meeting the search criteria only a simple double-click is required to play back a specific call recording. The supervisor can then hear the content of the call to get a better understanding. For example supervisors may wish to track and improve performance by looking at data showing agents that are handling a below average number of calls or calls that are very short or long. They can then listen to a selection of calls to see if there are any problems and if further training is required.

Get the Reports you Need For businesses requiring sophisticated real-time and historical reporting as well as forecasting capability, the Latitude call data provides information regarding what telephone numbers were dialled, what extensions are making calls and the phone numbers they've called, the length of the calls made, the date and time of the calls, and what each call costs. From that data, comprehensive reports can be produced which help businesses analyse the information according to their needs. Reports can then be automatically emailed to a user defined distribution list and scheduled as needed. Latitude allows management to tap into the wealth of call handling information to help make informed organizational decisions and resource management improvements. Large View of Reports Screenshot

Assess the Real Cost of Call Handling and Campaigns

In addition to showing the network providers call cost, Latitude allows you to add to the database the hourly cost of an agent, overhead and handling costs so that managers can see the real costs of inbound call handling, outbound campaigns and telephone transactions. It is then possible to add revenue per call transaction or a mark up so that the profitability can be ascertained and in addition managers can search or obtain reports using one or more of these cost/profit criteria.

This is a powerful tool allowing you to show how successful a campaign has been or to identify the highest and lowest cost or profitable agents, groups or departments so that appropriate action can be taken to improve performance. Monitor Telephone Charges Telephone charges are commonly the third largest business expense after payroll and rent, however, these hidden costs often go unnoticed. As with other call accounting systems, Latitude enables businesses to reconcile phone bills, monitor and identify high cost calls together with any related abuse of the telephone network. In addition because Latitude records and stores all the calls it can go one step further and allow managers to actually listen to a suspect expensive, long or overseas call to get a better understanding of what is going on.

Monitor Trunk Utilisation

Latitude's extensive reporting capabilities are useful to optimise telephone networks by monitoring trunk utilisation. Using Latitude, businesses can determine their busiest hours and associated network usage.  This information is essential to ensuring that employees always have access to outbound lines, and that customers can always reach the right person. By reviewing detailed usage reports, managers can determine if the telephone network is being used as expected.

Set User Rights

Implicit to the product is the ability to maintain a user rights structure. Users are assigned a role in the enterprise, which permits access to calls and data applicable to them.

Set Alarms

Alarms can be raised and distributed for a variety of system and operational scenarios. A few good examples are: a loss of PABX data, very long call times, drop in service level and calls to flagged numbers. In addition, alarms can be set up to notify managers as soon as something undesirable happens; such as, going over budget, calls to prohibited numbers, telephone lines that don't work, or too many calls not being answered.

Features Summary Real Time graphical display of call information and call activity Desktop wallboard application InView LAN wallboards Blanket trunk-side call recording Configurable alarms to monitor usage and group performance Configurable business and personal call groups Call wait and hold time data Search analyse and listen Customer service level calculations Call patterns and trends indicators Customised reports with flexible reporting periods Scheduled reports with email delivery Staff resource management Email call recordings Real cost & margin analysis Trunk utilisation monitoring

Benefits Summary Improve customer satisfaction Identify and listen to call recordings efficiently Identify over and under achieving employees Identify business and personal calls Identify missed and unanswered calls Identify customers not calling or not being called Identify true call costs Identify training requirements Improve use of resources Cut telecom and operational costs Cut call abuse

Gather, Interpret and Distribute data about your contact centre and it's staff - Eliminate the guesswork!
Let Latitude get you the right answers!