Information At A Glance
Real-Time Reporting
Stay ahead of the game in the busiest contact centre environment with live reports that track performance in the moment, helping you identify and respond to issues before they become problems.
Call Control
Reduce customer wait times with the ability to move calls between queues or hunt groups, prioritise VIP callers, and bring ‘offline’ agents back online to tackle sudden spikes in traffic.
Live Wallboards
Big and bold, live wallboards provide an overview of call and agent activity. KPIs incentivise staff to hit targets. Identify spikes in call traffic and highlight unusual behaviour that might indicate fraud.
Hands-On Call Management
Managed Agent Activity
Co-manage your team’s availability and productivity, with agents able to log their activity – on a call, call follow-up, in a meeting, on a break – and supervisors able to bring agents on line if things get busy.
On-Call Support
Assist staff to ensure high quality of service and a satisfactory problem resolution. Supervisors can listen into live calls and ‘whisper’ advice that only the agent can hear, or ‘intrude’ if necessary.
Lost Call Recovery
Recover missed business opportunities with reports that capture ‘lost’ call details, so you can phone customers back now, and allocate adequate staffing provision for the future.
Performance Analysis
Key Metrics
Capture the metrics that matter shown against your KPIs on-screen. Live reporting identifies transfers between auto-response and real people to ensure your key statistics are 100% accurate.
Real-Time & Historic Reports
Forecast growth and fine-tune staff scheduling and extension allocation with a wide range of in-depth reports that monitor daily, weekly and yearly progress.
Integration
Further improve workflow across your business with the addition of call recording or CRM integration using Oak’s specially designed API, for a 360° approach to communications.
Related Products
Because one size doesn’t fit all, we offer two call reporting platforms with a range of capabilities. Need some help? Get in touch.
Evolve
A sophisticated contact centre management tool for advanced business applications. Evolve is ideal for businesses looking to optimise customer experience through live dashboards and wallboards, interactive queue management and advanced performance analytics.
Download a Brochure
ReportX
Advanced call analytics focused on managing communications across the business through real time reporting and historical reporting, traffic analysis and fraud detection.
ReportX BrochureWhat Our Customers Say
“We looked at a lot of call reporting solutions, but Oak stood head and shoulders above the rest; it changed the game when it came to identifying our business needs.”
Dr Peter Fink, Maples Medical Centre
“The Oak wallboard is an excellent employee motivational tool: It gives the sales team a sense of both achievement and responsibility as they self-monitor their own performance.”
Alex Souter, Head of Sales & Customer Service, Gardiner Bros
“We use call reporting to understand when the team on reception need additional phone support, which in turn means we can answer more calls more quickly and provide better care for patients even during busy periods.”
Julie Wade, Practice Manager, Betts Avenue Medical Centre
Call Analytics Insights
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