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Service and Communications > Communications > Managing the Call Center

Managing the Call Center

As a supervisor, you need tools and information to help you operate your call center effectively. You need to know how many calls, emails, and voicemails your team handles. You need to ask the following questions: what is the average handle time for each interaction: how long are customers waiting in the queue: and so on. Access to real-time information about your operations can help you to manage your call center and even pinpoint improvement opportunities for individual agents.

Oracle Contact On Demand Supervisor Tools

Oracle CRM On Demand and Oracle Contact On Demand have several tools to help you manage your call center. Every customer communication can be tracked and linked to customer records. This tracking feature builds a database of information about your operations and your customers, which you can access using Analytics. Agent-monitoring tools can also help you to coach individual agent performance.

Communications Analyses

You can use Analytics to design custom analyses to evaluate the communications activities generated by your call center interactions, to help you to identify call center trends, potential risks, and opportunities for improvement. When you create a custom analysis:

• Use the Activities real-time reporting subject area to build a communications-specific analysis.
• Expand the Activity folder, and then the Communication folder.
• Click the Oracle Contact On Demand data column names to add them to your custom analysis.

For further information, see Getting Started with Analytics.