Call Management
Put the information and tools in the hands of your front line staff so they can answer, pre-qualify, and route questions and concerns from your members. This suite of tools tracks all communications and routes the resulting tasks to the appropriate department or individual.
Highlights
- Quickly record the details of every call, even before you know who's calling
- Prompts with follow up questions at the end of the call with responses linked directly to the member's record
- Categorize each call by primary and secondary keywords
- Route call to one or more staff or departments who are notified by an automated e-mail with all of the information necessary to contact and follow up with the member
- Timers are activated each time staff work on a particular call
- Quick links to employer, work location, bargaining unit, and job classification details
- Keep notes and documents on each call
- Call history can be accessed from the member's profile
- Create a case (e.g. grievance) directly from a call
- Manage and monitor call activity with extensive search capabilities
