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System
Introduction
The Advantalink ChatCentresm is a complete
web-based chat center solution. Modeled after traditional phone-based call
centers, the ChatCentresm is a queue based one-on-one routing system
which connects web-surfers to Customer Service Representatives (CSR’s). The system has been in place with one of
our major clients for nearly two years.
Our product features simple web-based
administration via a BackOffice area and is a pure HTML based display, which
makes it unique in that, unlike a Java or ActiveX based chat, it inherently
supports any web-based technology, from Voice over IP to
Shockwave.
Features Summary
General: Unlimited Queues, Multiple Chats handled per
CSR, Customizable Interface, Page Pop-URL Passing, and Easy Online
Administration.
User: Browse-while-you-wait feature,
resizable fonts, easy to understand interface, Position in Line indicator, and
color coded text.
CSR:
Macros for common responses, color coded text, multi-conversation support,
peer consultation, configurable number of chats, two-level “User-is-Idle” warnings
and queue selector.
Administrative:
Statistical reporting, real-time queue Management, easy
user administration, macro management, real-time activity reporting, chat review archives, real-time
remote-viewing, easy In-Queue prompt messages, and dynamic queue
availability.
Features
Overview
A
ChatCentresm CSR can handle an unlimited number of users at the same
time, with the average for an experienced operator being about three to five
simultaneous chats (depending on the nature of the chats). Some quick facts about
the current version:
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Reliable.Proven
technology solution that has supported in excess of 40,000 chats/week from a
single chat server. Multiple servers can allow for scalability and fault
tolerance.
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Scalable.The
system supports an unlimited number of queues that allow you to insure that
the right operator answers the user’s question. The queues can be
auto-configured so that a user cannot select a queue without operators, or can
be directed into a more general queue if the one selected has no operators.
The availability and existence of queues is managed via the web-based
BackOffice portion of the ChatCentresm Server, thus giving you full
control over your system in real-time.
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Reporting. The system provides four key Quality Assurance
tools for the ChatCentresm supervisors:
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T he real-time reporting system shows all of
the active CSR’s, their session statistics and all other monitoring
information. Again modeled after an existing Call Center, this shows
Login/Logout, AuxIn/AuxOut, as well as “call/chat” statistics (including information
such as avg. chat length, response time, and number of chats handled at a
time, number/percentage of neglected chats, etc.[see C below]), all in a real-time
graphical view available via the web-based
BackOffice.
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The
Chat Review system allows any or all chats to be reviewed, rated, and
commented on. This system is used to insure that quality of chats is
maintained, and allows for accountability with individual operators, as well
as peer and supervisor review.
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Our
CSR-Alertsm is a
two-level system indicating chat response times which
is accessible to both CSR’s and Supervisors. While a chat is in progress, a timer is
triggered by each customer response (this timer tracks the amount of time
that a CSR takes to respond to the user). After 30 seconds the chat window’s
frame turns yellow to warn the CSR that the user is being neglected. After
60 seconds without a response the window turns red (again to warn the CSR
that the user has been neglected). The percentage of chats that turn yellow
and red are part of the CSR’s statistics and are available to Supervisors
via the real-time reporting system.
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Last, but not least, is a real-time QA mode or ‘remoting’
feature, which allows people with supervisor and administration logins to
‘remotely’ view a chat as it is taking place. Supervisors can use this with
new operators during their training period to allow immediate intervention
and/or follow up.
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Peer
Chat/Consult. This feature allows operators to chat with other
operators and/or supervisors from their terminal. This allows for peer or
supervisor consultation and/or supervisor consultation/intervention. In
addition, operators can drag and drop another operator into their chat room to
participate in or take over a chat.
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Macros. The
ChatCentresm macro system allows prewritten ("canned") responses to commonly
asked questions, as well as customized introduction and exit messages to start
and end chats. The macro system is
actually a menu of macros organized much like a Window’s Explorer tree structure
that allows the operators to have a large number of macros organized into
useful and logical groups.
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Pass URL's.
Page-Pop is a way to open a browser window so that an operator can select the
web page, product page, news items, etc., that the user is looking for and
“Pop” the page open in a new window on the users computer. Thus, when a
customer asks a question, say, “Which golf clubs should I buy?”, the
operator can not only help them make a selection, but pop open that product
page from the web site directly to the user’s screen (much more helpful than,
“…from our home page, click on xxx, then yyy, then zzz,
then…”).
...and many more features and setting. The entire system
can be easily customized, and yet comes pre-configured with the most common
features to get you started quickly.
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