mConnect Wallboards for Real-time Metrics and Current Data Displays

The Ultimate Visual Tool for Call Centers

Managing your call queues and monitoring the performance of your agents have never been this easy. Gone are the days of whiteboard and spreadsheet calculation. Don't wait till the end of the month to take a decision. Get to know what is happening in the Queue while it is happening and take immediate action.

mConnect's Customised Wallboards come loaded with features that give you a quick look at the metrics of the moment.

Customised Features

Track Calls
Transfer
Listen
Whisper
Barge in

How can Customised Wallboards help your business?

Track the calls in Queue: The number of calls waiting in a queue, the name of the queue and the number of the queue will be displayed for anytime view. When there is an inbound call, there are options for the admin/manager or the concerned authority to listen, whisper, barge-in or transfer the call.

Listen: You can listen to conversations without their knowledge, helping assess agent performance and customer expectations.

Whisper: Talk with the agent while listening to both parties, without the customer knowing. Provide timely help to resolve issues or close sales.

Barge in: Join conversations between agents and customers to save business or sales opportunities, straighten out issues, or provide additional assistance.

Transfer: Route calls quickly to agents with appropriate skill-sets, calming upset customers and converting inquiries to sales.

Key Benefits

Colourful and dynamic wallboards
Tailor-made to suit your budget
Route the waiting calls to agents who are available
Find reasons for abandoned calls and calls waiting for a long time
Motivate agents to answer more calls
Devise strategies instantly to improve the business operation