OAK Technology
Call Management
A Call Management Solution is an important accompaniment to any telephone system often showing a return on investment within a 3 month period. A Call Management Solution will monitor all telephony activity occurring on a telephone system and provide a suite of reports summarising and detailing various aspects of this data. For nearly 2 decades Call Management Solutions have been widely used within industry for a variety of reasons ranging from monitoring/reducing call costs to improving customer service. During this time Oak has led the way in the industry often defining the yard stick by which all Call Management Systems are measured.
So, why might you buy or need a Call Management Solution? There are many benefits of having such a solution in place including:
a. For cost analysis/control: You may wish to manage a budget for specific departments or across the company. You may wish to see if you can reduce your bill if an alternative carrier is selected.
b. For response analysis: To improve service you may need to identify whether you are answering calls within published SLA times or at least identifying whether you can reduce the time you keep callers waiting for. You might wish to measure how many calls you are losing as this could equate to lost business.
c. For traffic analysis: Many companies have little or no comprehension of whether they have too many or too few lines carrying telephony traffic in and out of the building. Understanding how heavily utilised your lines are can either help you reduce costs by removing unused lines or reduce the chance of missed calls as a result of having too few lines.
d. For professional costs analysis: Many solicitors and accountants will recharge clients for work carried out on the telephone on their behalf. Having a system that can manage professional costs for such calls can dramatically reduce manual overhead creating bills and invoices.
There may be a specific task or reason that a Call Management Solution is essential. Including:
a. Managing a call centre: It is vital to understand agent productivity to help improve your service. You may wish to analyse call dispersion to see how often agents receive calls.
b. Preventing fraud on your system: Fraud costs industry £4 billion annually and by having a system that can highlight potential fraud early, costs can be prevented from escalating.
c. Marketing analysis: You can identify how many callers have called as a result of a campaign and highlight regional areas where most callers originate from. This can assist the marketing effort.
d. Complaint analysis: We all strive to have no complaints but on the off chance this happens, having a system that can accurately detail calls from an individual or company can avoid the inevitable heir say when evidence is available.
A Call Management Solution from Oak will not only save you time and money but increase your
awareness of your business allowing you to make more informed decisions.
"Call Management is the most cost effective
business system that any company can buy today."
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Call Recording
More and more companies and individuals are recognising the benefits of recording calls. It provides an accurate record of what was said by whom and when, avoids the need for repetition or speaking slowly, creates voice files to attach to client records and provides a perfect aid to training, dispute resolution and compliance requirements. In short, call recording puts you and your company in control of your most prolific communication medium.
A call recording system can help save money, improve efficiency and protect your business. The ability to check facts, verify instructions, confirm orders, reply to technical queries and to support and train staff in their handling of calls, both improves efficiency and provides protection against false claims.
Who might need a call recorder?
Call Centres
For agent performance monitoring, for campaign and promotion evaluation, for training support, to improve customer service, for regulation and code of practice compliance and to record transactions.
Financial Dealing Rooms
In the world of high finance, time is money. If there is a question about who said what in a deal it
needs to be resolved quickly and efficiently.
Insurance Industry
In the insurance industry, disputes [invariably] arise about who said what over the phone. Disputes with policy holders can quickly be resolved through the use of call recording equipment.
Training and Compliance
The ability to record all calls or even just a cross section of them, give owners and managers the
opportunity to evaluate, correct, encourage and support staff.
Regulation/Self Regulation
FSA regulations and statements from the Financial Ombudsmen request that any financial business conducted over the phone needs to be recorded.
There are a multitude of examples of where call recording can be a vital part of an organisation's
activities. Historically, call recording was seen as an expensive option only affordable to the larger
organisations. Whether you have 4 people to monitor or 4000, Oak have a recording system to suit.
"Can you afford not to record?"
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CTI
Computer Telephony Integration or CTI can be divided into four aspects: call handling, feature control, call event information and database integration.
Call Handling
SmartPhone uses call control to make call handling faster and more productive
Feature Control
SmartPhone delivers feature control to give rapid access to commonly used telephone features
Call Events
Oaks Smart Server is an example of an application collating and analysing "Call Events" to provide the appropriate information for the other applications. Smartserver makes these events available to SmartPhone and SmartConnect
Database Integration
Oaks SmartConnect application is an example of an application that links link databases and business applications to communications
Applications:
Screen Popping
The ability to identify and provide information about a caller, prior to the call being answered. Oak's SmartConnect is an example of an application delivering Screen Popping.
Preview Dialling
Applications that allow a computer user to make calls from their screen rather than their telephone. Oak's SmartConnect is an example of an application delivering Preview Dialling from a customer's database.
Power Dialling
A computer application can also make calls automatically on behalf of agents. Oak has experience at integrating and supporting Power Dialling implementations.
Screen Based Address Book
Using database integration, the ability to have all your contacts on screen and dial them can greatly simplify and accelerate dialling. Oaks SmartPhone with SmartConnect connectivity is an example of an application providing a screen based address book.
Lost Call Capture
Applications that are able to monitor a telephone system to identify unanswered calls. Oaks SmartPhone is an example of an application providing lost call capture.
"Powerful productivity for individuals and teams"
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