March 2005
The IRA Support Department needed a new call tracking system robust enough to handle their growing needs. Employees needed to retrieve customer information quickly in order to better serve a caller, and management needed better reporting to help them reduce the volume of calls.
Designed in coordination with IRA Department managers and users, the system is a Lotus Notes database, accessed with the Notes client.
Core Features
- Home screen displays a count of open, closed, and “in fulfillment” calls for the logged in user, plus any messages and useful links from management.
- Using the New Call form, call representatives enter data such as customer type, cost center, and the caller’s name and phone number, then categorize and explain the customer’s problem.
- After entering the customer’s account number, the system retrieves their account information from the mainframe, helping the call rep assist the caller.
Management Features
- View a list of calls by agent, by category, or by month.
- View Simple Call totals. Simple Calls are those which the rep answers a simple question for the caller, not anything about a customer account.
- Create custom, ready-to-print reports based on a time range, a category, a cost center, or simple calls.
- A comprehensive admin area allows specific managers to add users and cost centers, create messages
and links, maintain problem categories, and manage a holiday list so those dates are left out of time calculations.
Screenshots
The home screen displays the user’s personal performance. If the user is a manager, an overview of all open calls is shown.
The New Call form uses tab switching to prevent the user from having to scroll up and down a lot.