If you are not familiar with campaign management tools here
is what they do. The software assists agent productivity and
competency by ensuring that they respond correctly to customer
requirements both quickly and efficiently. Designed to improve staff performance
by using consistent messaging
and customer focus, it automates
the process with dynamic call flow
and customer information which
is particularly beneficial for those
organisations subject to compliance
and FSA regulation.
The software has great flexibility and agents can capture any
information relevant to the campaign from each interaction along
with comments and call outcomes. Where necessary, call backs can
be automatically scheduled and these can be set up for specific dates
or times with the use of a simple scheduling tool. Agents can also
indicate when they are on breaks, assisting campaign managers with
workforce planning, rostering and optimisation at any given time.
There are also powerful reporting capabilities with an extensive range
of ready-made templates covering the majority of needs; alternatively,
bespoke reports can be created using a wizard. The depth of
information captured, quickly defines activity patterns which can
be corrected where necessary or replicated when excellent, thereby
maximising campaigns and providing real financial gain.
The OPEX campaign management module provides an open
platform from which campaign managers can very easily create new
campaigns. Using a simple Page Editor with the same look and feel as
Microsoft Powerpoint™, a user can quickly drag and drop pages and
data capture fields and determine the route and flow of a campaign.
Complementing this, the Flow Designer feature provides managers
with a visual representation of how information is channelled during
an interaction, making it easier to understand the campaign flow from
start to finish.
Leading the way in support, this is one of the first products of its kind
to provide an online community for users as part of the service, this
provides the added ability to discuss issues, and share best practice
methods.
For further information on this product please email
salesmanager@opexhosting.com or call 020 8326 8326. |
