3 Game Changers for Managing your Customer Service Calls
CallTrack Application Game Changers:
- Easy-to-use interface - training is fast
- Facilitates collaboration with real-time knowledge sharing
- Implementation is simple – we are with you every step of the way
- We can customize to suit your business needs
- Time saving & cost-effective - superior functionality and reliability
Organize
Take charge and optimize your team processes by keeping all your intelligence in one dashboard.
Get your arms around all the concerns and challenges your team faces everyday. Customize your own workflow rules, permissions and approvals for optimization.
- Notifications: Notify the appropriate people when a complaint or issue arises.
- Confirmations: send a confirmation email to the customer or employee who logged the complaint.
- Assignments: Assign cases and notify the proper people.
- Reminders: Set follow ups, tasks or action due dates with reminders
- Escalations: Establish business rules to send escalation notices on overdue actions.
- Closure Notice: Notify individuals when a case or issue closes
- Approvals: Create notices requesting approvals
Clarify
Effectively eliminate calls from falling through the cracks
- Record a clear history of interactions with every client
- Assign ownership of actions to other persons
- Tag follow-up actions
- Create auto-reminders for follow up actions
- Send emails to clients or staff
- Create template letters
Analyze
Make insightful decisions using smart analytics.
Track calls by day, month, department, representative, priority, status – in a user friendly graphic format housed on one dashboard.
- Your call data is in one place, for easy analysis – use it to problem-solve, improve processes and communication, broaden training where needed
- Analyze overall team performance
- Compare performances of individuals with quick reports
- Generate customized reports showing unresolved cases and actions
- Report trends using filters: date, issue, product, service, region
- Create graphs and charts for decision analysis
CallTrack collects all the data provided to your Customer Service team – giving you unlimited insights into your business and providing paths to time & money saving solutions.
