Can anybody provide referrals to inbound call center platforms that direct the script and track performance? For example, if a caller says they are calling about sales, the script says to answer these three questions, but if it is maintenance, you ask a different set of questions. If you drill down into a plumbing issue, perhaps you ask another set of specific questions.
We are looking for something that serious call centers use with their CSRs to take calls, direct an interactive script, and measure metrics like abandonment rate, time in queue, average speed of answer, average handle time, first call resolutions, etc. I was told that Callshaper (www.callshaper.com) may be able to help.
I’m not talking about a system like Grasshopper or RingCentral with a simple auto-attendant and extensions since we already have a service that does that. We want to measure abandonment rate, time in queue, average speed of answer, average handle time, first call resolutions, etc.
We currently use 8x8.com and have multiple extensions setup but need something specifically to direct the conversation interactively and measure the KPIs.