Call center tracking software enables call center managers to have a complete record of every call and other transactions made by call center agents and customers. The software has easy to use features and allows even newly hired agents to keep track of their interactions with customers.
The main screen of the software system is divided into several smaller planes for reporting and displaying different items such as the call map, call log, call details, call assignment and call journal. The agents enter the caller's information in the designated dialogue boxes, to assign calls to a particular agent. They can create multiple assignments from a single call, each with its own start, acknowledgement and resolution dates and times.
The software has the ability to create lead calls and post them onto a bulletin board, to be accessed by other agents. The lead calls are generally used to represent a widespread problem or important issue concerning all agents, such as network outrage. This feature allows agents to link subsequent calls for the same problem, to the lead call and finally close all the calls simultaneously, when the issue is resolved.
Some of these software systems do not have an automatic notification system and the calls generated need to be manually assigned to an agent or group of agents. It allows agents to seek out and organize calls into several predefined call groups, such as Active Calls, My Active Assignments and Overdue Calls. The classification of incoming calls into different groups, allows a high level of control over navigation of individual call tickets and other group processes.
The software is compatible with almost all CRM software used in call centers and can be accessed remotely via a network connection and web browser. All these features have made it popular with call centers.
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