All emails sent to a generic company email address can be handled automatically with the ctalk Mail product. Responses can be automated or emails can be prioritised and analysed for the required agent type and skill level.
The system provides detailed statistical information on the emails received, time in queue and agent handling time. This can be used to determine targets, as well as valuable information on the trends of when emails are received.
Trawling through email boxes and forwarding to colleagues is hugely wasteful of time and resources. Create rules through a business workflow to determine where emails should be routed. Apply intelligent routing to email contacts – analyse the email for account information, look up data in the CRM or database, then use this to route and screen pop.
Either blended in a call centre environment or standalone, ctalk Mail provides powerful email handling.
When an email is received into the generic address, ctalk Mail immediately pulls this email. The system has a workflow that will determine the structure of any automated response. If the sender’s email address is recognised then a custom response is sent.
Custom responses are completely flexible, they could include: data from an original email; data on how busy the email agents are; account or ticket information.
Keywords and phrases can be searched for in the email. If the sender’s address is recognised, CRM or account data can be used to determine who is appropriate to handle the email. Skills can be applied to the email to route it to the right agent. Any data gathered can be screen-popped when the agent receives the email.
Any number of templates can be set up, either fixed, or containing dynamic information. FAQs can be automatically answered. If the sender replies asking for further information then the email can be queued.
Replies can also be constructed using rules within the workflow.
Supervisors can see in real time the performance of the agents whether they are blending calls or solely handling email contacts. Target answer times and grade of service can be monitored live and also reported on historically.
Detailed reporting shows the performance by agent, team or queue.
Any number of skills can be defined and used to identify the best agent for the email contact. Once queued, ctalk Mail will analyse the agent’s proficiency in each required skill, along with the relative priority.
Agent idle time is also taken into account to prevent the higher skilled agents receiving a disproportionate number of contacts.
Emails blend with calls & instant messaging. Ctalk Mail is a module of the full multi-media contact centre platform. Ctalk contact centre system can handle inbound and outbound calls, emails, instant messages, SMS and fax contacts.
Whether you have a full contact centre, or a small helpdesk, ctalk contact centre system can help you handle all of your contacts more effectively.
