Aheeva Workforce Management Tool
The AheevaCCS Inbound solution allows you to control the distribution of your inbound calls and to reduce processing times for higher customer satisfaction.
Provides 5 modules:
- A forecasting module that allows you to import planned data for your campaigns (calls / AHT / agents)
- A module that allows you to import your work schedules, to make real-time modifications and to create schedules manually without importing any data
- A module that allows you to monitor the real-time adherence: you see current schedules of agents, their current activities ; the adherence calculations enable you to appreciate the performance of the agents in real time, schedules can be edited, adherence reasons can be added, which will affect the adherence calculations ; you define as many alerts as you wish according to your planned activities, schedule the rate of information update
- An Intraday performance module that allows real-time monitoring of call statistics compliance with your forecasts
- A reporting module to generate historical or real-time reports on all the data relating to schedules, adherence, and intraday performance
IVR offers your customer a personalized greeting. Customers navigate the vocal menus that collect information and allow them to specify their request or direct their call to the agent who is the most competent to meet their needs.
This function allows for call segmentation through interactive exchanges with the customer while maintaining a high-quality level of customer reception and service.
In addition, the IVR reduces the number of calls to your agents by relieving them of simple information requests such as your address, location or business hours.
- Defining the business rules that control the distribution of the calls
- Unlimited personalized scripts to revitalize your routings
- Customers' inquiries matched with specific agent skills
- Waiting time reduction and control of every stage of your inbound calls
- Increased customer satisfaction and optimized campaigns
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T: +1 954.894.6181
F: +1 954.208.0220
3450 Lakeside Dr, Ste 145,
Miramar, FL 33027, USA