As more companies recognise the importance of efficient call centres, particularly those which handle maintenance contracts, increasing emphasis is being placed on management tools to optimise these processes. CallWorks is a comprehensive tool for managing, tracking and analysing calls.
The program is the brainchild of Roan Systems, a local IT specialist which has become known for its strong IT service centre. “We designed CallWorks as a call logging system,” says Rodney Bartman, CEO of Roan Systems.
“With a core area of our business focused on our call centre, we'd tried every other product available and spent a fortune before deciding to design our own system. Now we can track every stage of a call, including response times, call times and progress of spares orders. We're also able to offer clients a report function, whereby they can view the status of any open call with our company.”
“We even took the bold step of making this information available to our customers regardless of whether it is good or bad,” adds Frikkie Koegelenberg, Roan Systems' CCO. “It offers complete transparency of our process and is a useful way of showing our maintenance contract holders exactly how their money is being spent.”
Reports can be generated itemising sites, products and services performed. This information can be mailed on a weekly or monthly basis, detailing all calls allocated to a client during that period, thereby giving an accurate indication of which models are most efficient. It's also possible to produce reports by serial numbers showing faults, severity of problems and call history.
Not only is this useful for the customer, but for the service centre as a means of pinpointing areas of concern, as well as tracking operational costs such as travel and call times. Additionally, it is an effective means of ensuring that SLA criteria are met, alerting management to potential problems and providing enough time to resolve issues before they affect the client.
“The great thing about the system is that it gives a single point of responsibility with visibility for management,” elaborates Frikkie. “It highlights repeat calls based on serial numbers and attends to the problem before the client even realises there is one.”
The CallWorks software is available on contract from Roan Systems and can be tailored to meet the specific needs of any company. “We're very pleased with this product,” ends Bartman. “It has given us absolute control over our call centre and has improved business tenfold. We have no doubt it will do the same for others.”
Website: www.roan.co.za
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