ArenimTel provides a host of supervisory functions that help you track and monitor the performance of your customer service and/or call center.
Supervisor users can access all functions essential to their role through the ArenimTel web portal, including:
- system and agent monitoring
- statistics and reports
- forecasts, call graphs and workload calculations
- quality assurance (listening in, playback).
Supervisory Functions in Arenimtel’s Customer Service Software
Playback, Listening, Whispering
Play back calls
Supervisors can play back calls made by agents, phone numbers or campaigns that they are in charge of at their convenience.
Listening in on calls in real time
If necessary, supervisors can choose to listen in on agents’ calls in real time. The feature can be accessed through an internal extension – with the necessary permissions – by entering a Feature Access Code (FAC). There are two options for listening in:
- the extension monitored will not be aware of it being listened in on (FAC: *22)
- the supervisor can talk to the user on the monitored extension (FAC: *23).
The party talking to the monitored extension (either external caller or another internal extension) will not be aware of the call being listened in on.
Supervisors can use the “Whisper” function to aid call center agents who are currently in a call. The supervisor can talk to the agent and give them instructions without the other party in the call hearing it.
The function is useful when training new employees or when launching a new product.
"ArenimTel is a reliable partner in helping us grow, it is very easy to customize according to our size and needs."
"ArenimTel has helped us radically change our customer experience: ever since we started using it, we’ve been able to communicate with our customers in a much more professional way. It also helps us grow better by the week, which is a top value of our company."
"ArenimTel helps us make our team more efficient, allowing us to provide faster and more efficient service to our customers. They understand our values and needs, hence our close cooperation."
"ArenimTel provides smooth and reliable operation; thanks to it, we are no longer losing customers through the phone."
"We really appreciated the fact that they wanted to understand and address our needs instead of forcing a mass-produced product on us."
"We were looking for a customer-centric team. Our top concerns were not having to integrate a whole new system and rent and operate servers – which would have skyrocketed our costs – but pay a per-user fee instead, as well as having a proactive service provider. We are very satisfied with this service."
Good to know
Quality Assurance – Qualifying Calls
When playing back calls, Supervisors can qualify individual calls based on professional criteria.
Calls can be rated (scoring) and commented on (feedback).
For further details on supervisory features, please consult our colleagues.