Call tracking, management of customer queries and measurement of service levels

All the facilities of a comprehensive call centre, enabling tracking and management of customer queries. The module facilitates measurement of service levels in line with the implementation of any CRM Strategy.

The growth of call centres to improve customer service has been a major marketing development over the last few years. This unique product enables you to set up your own call centre / help desk to monitor, measure and improve customer service.

It can be used to handle complaints, enquiries or technical support. By putting this software at the centre of your marketing strategy it can help you implement a proactive CRM strategy.

The category database enables you the flexibility to use call centre to monitor anything you want from inbound calls to job progress tracking to message management.


Key Features

• Can be used for complaints, enquires, contract monitoring or as a technical help desk.
• Can automatically input enquiry forms from the Internet & be web enabled.
• Can generate a series of powerful reports to monitor performance.
• Can set your own colour coded priority service levels in days, hours & minutes.
• Enables easy recording of customer requests for monitoring of performance.
• Enquiries can be viewed by Number, Customer, Date, Priority, Status and Type.
• Enquiries can be allocated to specific operatives.
• Enquiries can be viewed by single operative or as all enquiries.
• Enquiries can be categorised by type – full database.
• Enquiries can be monitored on screen
• Allows automated responses to specific queries.
• Word, Excel & PDF Documents can be linked to specific calls.
• Series of custom designed auto mail merge templates are available.
• Management follow-up routine available to post-notification into scheduler.
• Can store potential and authorised credits for accruals.
• Email notification button for additional staff.
• Call duration field.
• Full import and export functionality.

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To find out more about our marketing driven management solutions call our sales team on 0845 051 5506 or email This e-mail address is being protected from spam bots, you need JavaScript enabled to view it .