Call Tracking System Software

1
Call Tracking System Software
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• Customer Service
• Brad Casselman
• Chad Davis
• Roberto Ferrante
• Michel Salibi
• Jen Vinet

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Overview

• Call centre software helps to manage customer
  issues
• Automate customer support by organizing product
  support information into an easy-to-find format
• Different software Companys,
• ie BridgeTrak, Microsoft WorkFlow,
  Helpdesk IQ, AVAYA

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Features Benefits

• Eliminate calls from falling through, reduces the
  number of unresolved calls.
• Simplify the call entry procedure.
• Increase service level by resolving calls faster
  with information you store in software.
• Provides 24/7 customer support

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Advantages..

• Find answers to common customer complaints
• Address book which logs detailed customer
  relationship info
• Call tracking- how long on the phone, hours
  solving problem
• Reduce costs in the long run, less employees

5
Disadvantages

• Costly to implement system
• Train employees to learn the new system and have
  them adapt
• Will employee buy into the system?
• Downtime?

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Implementation

• Offer training sessions for BridgeTrak before
  deployment of software
• Once training is complete implement software into
  240co
• Costs 1000 for license and up to 10 times that
  amount for training and implementation

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Recommend 240Co?

• Implement the system!!
• Customer support calls frequently cost anywhere
  from 10 to 60 per call
• The goal of the call center software system is to
  push down these costs while at the same time
  making the help-center staff more knowledgeable,
  more responsive, and more aware of the customer's
  needs.