Overview

Monitor your outsourced contact centre service with iAccess: stay in control with secure 24 hour self-service access to real-time analysis, account updates, call recordings and historical reports. iAccess gives you a direct, up-to-the-minute view of your outsourced contact centre activity whenever and wherever you need it.

Intuitive tools and dashboards allow you to track your inbound and outbound traffic and to monitor the success of specific campaigns, media channels or products.

iAccess Level 1 includes as standard:

Dynamic call volume dashboard updated every 15 minutes
Call and contact statistics
Call recording download.
Smartphone app for access on the move

For more detailed reporting requirements, iAccess Level 2 also includes:

Historical reporting and analysis
Customised call outcome reporting.

For complex requirements, iAccess Level 3 is a completely bespoke set of reports built around specific elements of your outsourced service, such as call types, call outcomes, media source and FAQs used. Level 3 also allows you to update staff contact details and rotas, media and campaign details and related business processes.

Business Benefits

Gives you secure 24/7 access to 360^o view of your contact centre performance data
Monitor call/agent quality and access call recordings
Review success of marketing activity and make changes where necessary.

iAccess has been developed by mplsystems, the technology division of Message Pad Ltd, to help you stay in control of those parts of your customer contact you have entrusted to us. iAccess helps you understand what factors influence your business performance, what campaigns or products are most successful and why your customers get in touch so that you can plan to do more of the things that work best.

iAccess brochure