Managing Director, Bart Delgado commented, “One of the keys to this success story has been the consistent way in which Callview has been continually developed to meet, and often anticipate, the needs of the modern call centre. With the scheduled release of Callview Version 4.0 later this year Swan Solutions is anticipating further success for the product and our reseller partners.”
Callview is a modular call centre application which can be implemented progressively as user demand and business processes change or expand. Accordingly, user costs are determined by their requirements.
Hfs Group, a large loans and mortgage company who came seventh in the 2005 Sunday Times 100 best companies to work for, has deployed Callview across its three sites in the Manchester area.
Paul Taylor-Jones, Head of Systems for Hfs Group commented, “The most important thing for Hfs is the customer; the customer is at the heart of the business and almost all our processes are geared to servicing and exceeding the customers’ needs. As the business has grown we have looked at technology to increasingly help service our customers. We need to react to situations within our 450 seat call centre quickly to maintain and increase productivity, and required a solution that provided real time statistics on performance.
With Callview we have now achieved that objective and through its integration with our management systems we are able to set and measure agent key performance indicators for all our sales agents. Added to this we receive nightly reports monitoring direct marketing campaigns. The modularity of the Callview applications suits our business as we expand and overall Callview provides Hfs with a multi faceted view of our company performance – in fact we have at our disposal more management information than we could have dreamed of having.”
Bart Delgado concludes, “Installing 5000 Callview systems is a testament to the product and its development team. We work very closely with both our resellers and users to identify new applications and Version 4.0 will build upon this success through the introduction of many new features including internal call modelling. We have always been able to track and report upon calls received in to a call centre ‘from cradle to grave’, charting the initial call answer and any onward transfers the call may undergo within the call centre. With internal call modelling however users can now have that same functionality for calls originating from within their own organisation. This is particularly useful in applications where organisations have an internal help desk function that supports staff for IT support issues and needs to demonstrably meet service targets for their users.”
Many more new features are added in Version 4.0 including advanced Contact Centre reporting allowing users to produce concise reports and statistics on their multi-media traffic and 'Back to Agent Routing' which allows calls and e-mails, from identified parties, to be automatically routed back to the last extension or agent the person was in contact with. Swan Solutions believes this feature will have a significant impact in reducing call-handling times and improving customer service.