Call Management

Call Management is a web-based application which includes a call scheduler and resource optimizer that allocates calls to meet the client’s and their customers contractual obligations and requirements. Using advanced algorithms, the scheduling engine schedules calls in real-time to reduce wasted time and maximise their profit margins.

Ensuring that the best and most suitable engineer is assigned to the job, using the time effectively and efficiently which is the most demanding challenge faced by any service organisation. SMS Dynamic Scheduling Engine takes into account factors such as engineer skills, tools, shift patterns, SLA’s, priorities, travel, traffic delays etc. all of this ensures the best scheduling order and call allocation.

When logging a call the process is driven by a predefined logical flow to meet the individual business requirement. The risk of human data entry error is totally eradicated through the validation process and so is the requirement to utilise highly skilled business knowledgeable resources for this function.

Providing up-to-date quality information to decision makers is the key to achieving an organization's business goals and staying ahead of the competition. The call scheduling order will be established based on the actual contractual performance and other parameters defined in the business rules. Another key benefit is that contractual performance can be viewed in real time over the web in various forms i.e. graphs, maps, charts and tables.

The Call Management module is a powerful tool in its own right which can be used stand-alone or in combination with the range of Service Management modules to provide the immense benefits of a fully integrated System

Features:
	Dynamic Scheduling and Assigning engine will identify the best suitable resource based on skills, tools, service level agreements, contract performance, shift patterns and other business priorities
	Single Screen display of the status of jobs, work load and resource utilisation in real time
	Manual override to adjust the automatic scheduling decisions as per client requirement.
	Automatic rescheduling in response to safety critical calls; cancellations; or interruptions due to traffic delays, weather conditions, etc.
	Open architecture, can be integrated with existing systems and completely customisable to clients requirements
	Visibility is provided of all the activities from call scheduling to call completion in real time, using different formats such as Map, Bar chart, Gantt chart, etc.
	The various activities such as engineers’ progress in a particular area, contractual performance against group of contracts, number of scheduled calls against particular contract is also available at a touch of a button.
	Customers can easily define various parameters such as SLA, Call Priority etc
Benefits:
	Automated scheduling and allocation of work to field resources in real time
	Ability to offer customer-specific SLA's and ensure delivery
	Identification and automatic management of SLA violations
	Elimination of non-productive time and minimized overtime working
	Ability to offer "committed" appointments against known resource availability
	Increased efficiency in the call center
	Increased field productivity
	Improved customer service levels
	Improved management control and visibility