WIN Communications Corporation understands that no two call centers are alike. WIN's experience of over 10 years with 100's of call centers has shown WIN that their goals are different as well as the managers and supervisors that staff them. The flexibility engineered into the WIN Insight ACD/MIS software package allows for the specific needs of each of these unique groups to be met.

Designed specifically for the WIN 440CT series of telephone systems, WIN Insight ACD/MIS interfaces directly with the system and allows you to view ongoing real-time information of your call center.

In addition to real-time information, Insight also includes a comprehensive, fully customizable reporting module. Using the reports that Insight makes available, a call center manager can:

Improve Customer Service

A standard feature of Insight allows you to view information such as how long your customers wait on hold, how long do your customers actually wait on hold before abandoning their call and what times of the day does your call center receive the highest volume of calls. These reports will equip you to better understand the quality of the customer service experience offered by your organization and provide the necessary data to determine what areas need improvement.

Control and Manage Call Center Costs

Both the extensive real time and post-event reporting capabilities of Insight offer call center managers the ability to determine information such as cost per agent, how many agents do I need to staff my call center and cost per telephone call. These reports will assist a call center manager in determining budgets, staffing levels and overall operating costs of a call center.

Plan for Changing Market Conditions

In today's ever-changing economy managers are constantly scrutinizing the health and stability of their organizations. Insight offers reports that allow you to take your call center statistics and forecast what affect an increase/decrease in call volume the addition/ elimination of employees and the benefit of additional training will have on the overall operation of your call center. Overall WIN Insight ACD/MIS helps managers become better informed and equipped to effectively manage a call center.