Mobile Telecommunications Data Management
- Improves mobile call centre performance by accurately measuring team performance
- Improves customer loyalty by managing personal identification data
New software developed by OCC for a leading mobile telecommunications company enables a host of sophisticated applications such as allowing information extraction into a file or window which simulates user interaction. The program works like a terminal emulator, recognizing the terminal escape sequences and deducing what part of the screen is being addressed.
OCC design enhances call centre performance
Information captured from various data sources is distributed to call centre wallboards in a timely manner and incorporation of real-time data is enhanced. An additional interface can configure displays to specific requirements. The new OCC-designed system combines leading-edge technology to deliver maximum efficiency and usability.
Originally, information was provided on historical and real-time data but the display was clumsy. The advantage of real-time data was not exploited and usage options were inflexible.
It is important for a call centre to monitor performance, tracking and recording variables such as the number of people in a queue, average queuing time and average time to handle a call.
Call centre technology enhanced
Using a land-based mobile cellular radio telecommunications network, our client achieves 99% coverage of the UK population, offering customers the most up-to-date technology and helping them to ensure first class call quality and service. Call centres are an important part of the product offering, providing a range of services such as Call Diversion, Personal Identification, Digital Operator Services and Personal Numbering, where a personal number independent of any telephone follows the customer to any location and can be forwarded to home, office, answering machine or mobile phone - wherever they happen to be.
