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Call Tracking Software
Call tracking systems can improve call center efficiency and help provide better customer service, but it is important to thoroughly evaluate prospective software packages before choosing which one will be implemented within a particular organization. There are a variety of systems available and they all have individual features. Some fit better with one type of organization than with another. Current practices and procedures; the ways that existing agents would use the system; methods for call queuing, routing and escalation; system integration; and a systems capabilities for reporting and adaptability, are just a few of the issues that a company should take into consideration when considering system implementation.

It is important to take into consideration the organizations current practices and procedures before determining which call tracking software package is a best fit. These practices include how a call is routed from initiation through resolution, including all alternate routes for escalations and service level agreements. A workflow diagram can be useful as part of this evaluation process.

Help desk agents should be included in the software evaluation process since they are the ones who will be using it most frequently. Agents bring a different perspective to the table since they are most concerned with the systems practicalities like ease of call logging and whether information can be entered on easily understandable screens that match general data collection processes. Agents will also be concerned about whether or not a particular system allows them to view their current calls in ways that enable effective time management. Saving time and effort are likely to be of most concern to the agents who will be working with a call tracking software system. Thus, they will wish to know about a systems search capabilities and how follow-up actions and work reminders will be scheduled.

IT staff should also be included in the software evaluation process. They will need to know how different packages route the call tickets and how they are stored in workgroup queues. How the queues are configured, how automatic notification systems work, and which escalation tools are included, are all part of the considerations for IT staff. Further, the technical staff will likely want to know how the system will be integrated with existing systems and how information will be protected within a particular system. If a system automatically logs email requests for support, for example, an important consideration is that it is compatible with the email system already in use.

Reporting and adaptability must be examined before purchasing a system as well.

If reporting features are not easy to use or dont include graphs and allow for export of data, they will be less useful to help desk staff and IT staff. A system that provides report templates, but allows for creation of customized reports is more flexible and usable than one which does not. Some systems add even greater flexibility with the capability for generating reports and automatically emailing them to help desk personnel.

Including client and erver operating system requirements and hardware specifications in the initial request to vendors will help in determining whether the offered software package is easily installable and fully compatible with existing systems. If it is not, the vendor will also be able to determine what upgrades are needed for a particular system to be installed and to work properly.


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