Clarity Supervisor: Call Centre Administration by Drag and Drop

Clarity offers a new graphical administration surface for the management of call centres / Clarity Supervisor visualizes all relevant call centre figures like, for example, capacity and performance of the agents as well as the status of campaigns and address data bases / Call centre executives can do fine adjustments by a mouse click / Interactive functions like text chat and training / Clarity Supervisor improves and simplifies the planning of working hours

The administration of a call centre poses some challenges to the call centre management. Whether as a call centre manager or in the function of a team leader: the executives have to guarantee the productive assignment of the call centre agents and at the same time meet the requirements of their clients. By the new Clarity Supervisor, Clarity helps to keep an eye on these manifold tasks in the truest sense of the word. The Clarity Supervisor is part of the Clarity Communication Center, the software-based telecommunication system of Clarity. „The Clarity Supervisor displays the complete call centre events exactly as they are on the monitor of the team leader“, explains Christoph Pfeiffer, CEO of Clarity AG. This is done by showing a photo of the call centre or a view by web cam. The call centre executives can now easily place the work places via drag and drop. For each call centre work place the Clarity Supervisor shows a variety of information. This includes the indication which agent is logged in at which work place, whether the agent is on the phone, having a break or how long he is waiting for a call. Additionally to the agent information, the Clarity Supervisor shows the global parameters of the call centre.  However, the Clarity Supervisor can handle much more than the pure display of the call centre figures. By the intuitive user surface, the management can actively interfere and make fine adjustments during operation by a mouse click.

 

Clear Statistics concerning Campaigns
By clear statistics, the Clarity Supervisor informs about the present status of telephone campaigns. Among others, the address list and an indication how long the number of addresses will last considering the present staff capacity is shown. Statistics on agent efficiency show which agents are the most productive ones and where, for example, further training is necessary.

 

Text Chat for quick Help
In this case, team leaders can come to the aid of the agents via the chat function. This also works vice versa. Due to the graphical presentation you can see at once which work place is in need of some help. Thus, the agents can ask the team leader or other agents for advice in case of difficult questions of the caller, for example at hotlines.

 

Active and passive Training
Apart from the text chat, the management can also interfere by means of the active and passive training and improve the negotiation skills of the agents. By mouse click the team leader can listen into calls or actively take part in a call. „This indispensable device for the training of employees can save critical situations during a call and increases the company’s success in an easy way“, Christoph Pfeiffer points out.

 

 
Alarm functions / Installation of new Agents
Thanks to the extensive statistics, call centre managers can quickly detect idle times. The configurable alarm function notifies them if the number of addresses for an outbound campaign is running short. In this case, by a few mouse clicks, new address data can be imported, new campaigns can be installed and the call centre agents can be assigned to the new campaign.

 

Active Working Time Planning
Additionally, the Clarity Supervisor supports the management actively in the planning of working times. The team leaders enter the need of staff with the necessary skills. After that, the tool calculates the optimal allocation of staff. Due to the recording of working times, the management’s workload concerning the billing of clients and payment of the staff is also reduced.

 

More Flexibility
„By its manifold functions, the Clarity Supervisor helps to fundamentally increase the cost effectiveness of call centres “, Christoph Pfeiffer points out. „Especially the visualization of the call centre figures increases the flexibility and accelerates the management of call centres. And these are the decisive parameters in times of fierce competition.

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