Search, Analyse and listen with 'Latitude' In an increasingly competitive world, maintaining a professional customer service and support function can help organisations retain customers and that is why it is important to give proper attention to how customer calls and inquiries are handled.

Whether the customer service function is comprised of individual employees, single or multiple workgroups, or agents within a larger call centre environment the new 'Latitude' call management and recording system just launched by Storacall Voice Systems 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 helping organisations to train, monitor and motivate agents.

'Latitude' consolidates call-handling activities and visually displays to supervisors an extensive set of user-configurable windows with real-time statistics. This up-to-the minute information that supervisors then have access to, can help the management of staff resources and aid decision-making. 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.

Unlike other call management products 'Latitude' includes full call recording facilities and as standard blanket records all incoming and outgoing calls providing continuous, high-quality digital recording and network archiving. The advanced user-friendly call search and analyse interface 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.

As with other call management systems, 'Latitude' enables businesses to 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.

In addition to showing standard call costs, the hourly cost of an agent, overhead and handling costs can also be added to the 'Latitude' database 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 managers 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.

'Latitude' with it's unique search, analyse, report and call playback features can truly empower managers with the right information they need to answer those critical questions about call centre performance.

More Details

A full information pack is available from Storacall on 01932 710710 or email sales@storacall.co.uk.