Helping an agent to handle customer contacts is what rostrvm is all about. Whether it is receiving and handling inbound contacts from your customers, or initiating an outbound contact in order to communicate with your client base, rostrvm provides an extensive suite of administration functions and MIS reports to assist you in your daily activities.
Some of the key concepts associated with your contact centre contacts are as follows:
| • | Contacts are uniquely identified as a specific instance of an agent (or automated IVR line) communicating with a specific customer. |
| • | A contact can be a telephone call, email, or SMS text. |
| • | Customer specific data may be retrieved and viewed with each contact in real-time thus providing the agent with the details that they require for a successful interaction. |
| • | The outcome of each contact may be set by an agent, recorded in the database, and reported on through a number of standard MIS reports. |
| • | Utilities are provided to define your own business outcomes and associated data, and to report on these as you so desire. |
It is also important to monitor how efficiently your agents are interacting with your customer base. Through the recording of contact details, resultant business outcomes and contact data, this can be recorded, viewed and analysed to ensure your business requirements are being satisfied.
Menu Options
The Contacts menu provides access to a number of administration screens and MIS displays relating to your rostrvm system contacts (calls, emails and SMS texts):
Call Classes - administration of your system call classes;
Email Accounts - administration of email accounts and the handling of emails;
Email Server - administration of the outgoing SMTP server for sending emails and SMS texts;
Outcomes/Categories - administration display to allow the creation and manipulation of business outcomes and categories;
SMS Accounts - administration of SMS accounts and the handling of SMS texts;
Call Data - allows you to view and correct data associated with your call after the call has completed;
All Contacts - a MIS report showing a summary of the contacts;
Business Outcomes - a MIS report showing a summary of the business outcome;
Call Metrics - a MIS report showing a summary of all calls within the given time range;
Call Details - a MIS report showing a detailed view of a single call;
Call Trace - a MIS report showing the internal message flow for a single call;
Contact History - a MIS report showing the history of the contacts to and from a specific person;
Historic Comparison - a MIS report showing a call count comparison for two date ranges.