We run a very small call center, 1 supervisor, 2 call agents.
At the moment we extract lists of customers to be called from our management system and paste those into excel.
We then call and enter respective data back into excel.
This is then compiled at the end of each day, week month in excel which is a simple but tediously slow process.
I am looking for the following:
Ability to "import" the respective lists of customers into the database daily (supervisor)
Ability for each call agent to simply log into a very simple interface in which they are "served calls", read a script and input data.
The "serving" will be system determined and will most likely revolve around age of customer
Thereafter the supervisor should be able to at a click of a button run required periodic reporting (month to date etc).
That would be it in a nutshell but obviously more specification and detail can be provided.