Aastra 400 Datasheet Aastra 400 CallCenter - Page 3

Aastra provides call centre solutions that stand out by virtue of their unbeatable value for money and easy operation. Added value through transparency The aim of any call centre is to deal with incoming calls as quickly and as professionally as possible. As a rule 95% of calls should be answered within the first three rings. The Aastra 400 Call Centre also provides various options and functions to facilitate the task planning of agents and supervisors alike. Call Centre Supervisor The Call Centre Supervisor (CCS) is a key part of the call centre application. It provides the call centre supervisor with three sub-areas: Wallboard integration: The current service level is permanently displayed on a central monitor. This helps agents to act autonomously, assume responsibility, assists them in planning their breaks, and motivates them to be particularly efficient during peak times. Online reporting: Visualises the call centre's current status and its main performance characteristics or selected subareas - in a way similar to the Wallboard but with far more detail. It also allows the supervisor to step in immediately and take corrective action, for example by including additional agents, recalling agents from their break, etc. CCS allows the supervisor to draw up precise statistical evaluations and analysis, derive measures for improving workflows at the call centre and also plan ahead for the anticipated demand for agents. With the integrated applications for statistics and administration the supervisor has complete control over the call centre both in daily operations, medium-term planning and optimisation. Professional call handling is a key success factor in initiating and maintaining profitable business relations. Businesses have it within their power to boost competitiveness and improve their overall market share by using innovative call centre solutions. Optimising availability in a cost-effective way The Aastra 400 Call Centre is the cost-effective alternative to some of the more expensive call centre solutions. The professionalism of the solution is never compromised; on the contrary: the Aastra 400 solution has been tailored specifically to meet the requirements of both small and medium-sized businesses. Superfluous complexity has been dispensed with in favour of simple installation and management. Offline reporting: Generates daily, weekly and monthly assessments at the touch of a button, complete with call volumes and service level to measure delivery against targets. They can also include detailed analysis of individual agent responses - average time to answer, call length and wrap. Cost-effective does not simply mean that the solution offers outstanding value for money. It also means that quick and simple installation and management are major contributing factors to cost efficiency. With some call centres the setup alone can take several days or even weeks. By contrast the Aastra solution is up and running within a matter of hours. 3