Call tracking software is a sophisticated tool for managing and recording customer service calls. The software has become practically indispensable to businesses, thanks to its easy to use interface and multiple features. You need not worry about the cost of re-training support staff – or training new staff. Anyone can operate the system!
How It Works
Once you’ve installed the call tracking software, you will see different panels on your screen. Each panel relates to functions such as call logging, details of the call, call journal, call assignment and call map. The supervisor assigns different calls to each staff member.
Next to the calls, you can see call details such as action taken, date and time. This allows you to select calls and put their details on a common platform. Other staff can take down the details of the call and work with the customers to resolve their questions. If your call center or help desk receives multiple calls about a particular issue, this will help all staff to coordinate to resolve the issue.
If there are calls one service representative has not been able to close, they can be assigned to someone else. You can mark the calls under headings such as ‘Ongoing’, ‘Overdue’, ‘Follow Up’ and eventually ‘Closed’. This ensures that none of the calls “fall through the cracks”. Another great feature of the call tracking software is that you can access it through internal networks or through the Internet.
Other Common Features
Some of the other useful features of call tracking software are detailed below…
- Automated enumeration of tickets issued
- Email customization feature that allows you to customize and send off emails quickly
- Organized information related to manufacturer, vendor, and lease
- Emails regarding particular issues forwarded to a folder specific to that issue
- Full automation of certain services such as amendments and tracking
- Tracking service for existing callers and customers
- Forwarding of queries to concerned parties
Making The Information Useful
Gathering all the scattered data regarding a particular issue is difficult and time consuming. This is where call tracking software can help you. It gathers all the important information regarding an issue in the form of call data, emails and other reports, and incorporates that into the new report that it generates. It can store and convert the reports in formats to such as Microsoft Word, Excel or PDF. You can customize call tracking software programs, and the reports they produce, according to your business’ needs. So don’t wait, find out how many ways call tracking software can help you and your business.
