NEC MyCalls Call Centre
Do you run a call centre? If so, then you will be well aware that effective call management solutions can make all the difference to your business. MyCalls from NEC is a suite of useful applications that includes call management, call centre management, call recording and CTI. If you have an NEC business telephone system, or are considering investing in one, then MyCalls will be the perfect addition to your system. There is a MyCalls solution to suit every business, as the extensive range includes MyCalls Basic, Call Manager, Enterprise, Desktop, Call Recorder, Call Centre and Agent Control. Today, we will be taking a look at NEC MyCalls Call Centre and the benefits it can bring to call centres of all sizes.
MyCalls Call Centre benefits at a glance
- ACD – The superior Automatic Call Distribution (ACD) technology works to enhance the customer experience by evenly distributing calls amongst agents. It follows a logical set of rules to ensure that no individual agent receives a disproportionate number of calls, and the calls are routed to the agent with the most relevant skills.
- Real-time call management information – Management and supervisors have real-time information and access to activity reports that can help to improve agent training and performance.
- Activity display – Besides agent activity, the screen displays a real-time view of key service parameters such as waiting times and the number of callers in the queue. From the supervisors MyCalls desktop, they can log additional agents into the ACD queues when necessary. Alarms can be set to go off when pre-determined limits have been reached, such as queue overflow and agent wrap-up time.
NEC MyCalls Call Centre is designed for seamless compatibility with both the NEC SV8100 and SV9100 telephone systems. It has intelligent features that can significantly enhance performance, training and overall productivity.
MyCalls call centre offers intelligent ACD technology that can make a significant difference to the level of service your customers receive. Instead of being constantly put on hold and transferred between departments, your callers will have their calls routed to the agent who has the most relevant skills to assist them. This also improves efficiency because calls are going through to the right people first time, reducing the overall time of the call and freeing up other agents to take calls.
When used in conjunction with MyCalls Call Recorder, detailed activity reports can be generated for performance analysis per agent, department or the entire call centre. This can be extremely beneficial when it comes to staff training. It allows training to be targeted to specific areas that are identified for improvement, leading to greater overall efficiency. Any issues can be picked up quickly and promptly addressed before they escalate.
Visible performance displays can enhance team-working within your organisation, as it allows all members within and between departments to work together to meet targets. MyCalls Agent Control provides a toolbar on every agent’s desktop, allowing them to display their current status and log in and out of ACD queues. Call queue information will be visible on every agent’s screen, so they will be able to use their initiative to enter other queues when those are experiencing a high number of calls. This allows every member of staff to play their part in the management of fluctuating call traffic.
In sum, NEC MyCalls Call Centre is the perfect solution for contact centres and specialist call centres, regardless of the size of the organisation. Its intelligent features can enhance operations and increase efficiency, as well as promoting better team-working sills. With NEC MyCalls Call Centre, you will ultimately see a great return on a relatively small investment.
Want to know more? Watch our video on the NEC MyCalls Desktop Application.