Optimising sales, tracking marketing effectiveness, employee training, increasing productivity and maintaining high levels of customer service are all fundamental requirements to succeed and compete in virtually any part of the automotive business. There are also additional challenges in automotive parts, distribution and retail operations where operational efficiency, cost control and increasing profitability as well as maintaining customer service are all crucial factors.
Office Pro live agent and group analytics and reporting provide the ability to monitor, track and measure incoming calls from marketing campaigns. Office Voice recording makes sure that agents are handling all incoming calls properly, while managers can review recorded calls and check that no opportunities are missed and ensure calls are professionally handled.
Office Voice and Office Pro reporting enables supervisors and managers to develop key metrics and establish, monitor and control employee performance boosting and maintaining productivity.
Office Voice and Office Pro will:
- Record all inbound/outbound calls
- Automatically archive recordings
- Easily find & retrieve call recordings
- Securely access recordings by user logon
- Extract, export or email whole or particular sections of call recordings
- Provide audit trail of conversations and associated documentation
- Add notes to recordings and calls
- Provide live graphical performance monitoring of agents and groups
- Provide historic user agent and group reporting
- Deliver service level monitoring with SLA reporting
Additionally analytical data provided by the Office Solutions products help identify market demands and calibrate initiatives to deliver the best possible return on investment for future marketing and advertising.