Previously, customer service representatives would each keep a paper worksheet for their day. After ending a call, they would write information in various fields. At the end of the day, all representatives would send their worksheet to their manager. She would then go through each sheet with a fine-tooth comb, reorganize information according to the location into a larger sheet, and send it on down the line until it was rolled up into a spreadsheet that resulted in a monthly report for each business location. The worksheet-based process took a lot of time to fill out and then interpret by managers. So, IPPT Services decided to automate the process and give that time back to their employees.
Romega created call center software that allows agents to record inbound and outbound call information, specific to the call type and location, in real time as they are on a call. For every call taken or made by a call center agent, they can specify what kind of call it is, such as whether it is inbound or outbound, and then get different options to fill out based on their choices. A backend stores the information, which is turned into easy-to-understand financial projections using charts, graphs, and CSV export.
Different user types get specific information and functions. Agents can record calls and see records of just their own calls. Dealership managers can see all calls but just for their dealership(s). And call center managers can see and do everything. There’s even a ‘leaderboard’ in the app so agents can see how their number of calls and number of appointments made stack up against their colleagues.
While having an easy-to-search record of all calls is useful and important, the real value of the app is in the data extrapolation. There are financial values and assumptions for various call attributes, and the software uses that to make predictions. Example: A certain type of call is expected to bring X amount of business to a particular dealership, valued at Y dollars, so that dealership can plan to staff accordingly.
Plus, if a call reveals that a customer is unhappy, the agent can log that and a manager is notified immediately that they need to reach out to that customer.