Insight

How...

...to improve customer service
...to increase productivity
...to cut costs

Your Call Centre will be more efficient with Insight™ - That's a fact.

This sophisticated management information system, when integrated into your call centre, reduces your costs by increasing productivity and monitoring throughput, so ensuring optimal staffing to meet your business needs.

Insight™ can provide you with user defined, real time information on all areas of your call centres from individual agents to entire groups.

It will store historical call data which you can view on screen, print out or export to other applications such as Excel™.

Combine it with a Wallboard and Insight™ provides direct feedback and messages for all staff to see. It's a powerful motivational tool.

Insight™ is Windows™ based. It's easy to use. It can be customised to your specific requirements and it will grow with your business.

Insight™ is compatible with an ever increasing range of telephone switches so whatever your ACD, make sure the MIS is Insight™.

With tailored templates
Design and save your own real time templates (screens), which comprise status, statistics, graphical windows and a choice of over 250 key performance parameters which can be displayed using the scalable large character windows.

With an alarm manager
With colour coding and audible alarms, your supervisor will be informed when alarm thresholds are exceeded. A window shows a summary of all alarms on the system.

With a choice of information
On all resources of the call centre including agents, extensions, lines, DDIs and groups of all these.

With clear colour coding
Insight™ uses a simple colour scheme of four colours: blue means busy, yellow is for ringing, red indicates an alarm and green means free.

With user definable reports
Design and save individual historical reports and templates. Over 450 different items are available for presentation on the reports which cover events, traffic, utilisation and contention.

With export of report data
Export to most commercial spreadsheet and graphic packages such as Excel™. For a more detailed analysis Insight™ Reporter is capable of exporting its call data in .csv format to databases that are compliant with the Open Data Base Connectivity (ODBC). Examples of such databases are Access, DBASE and Microsoft SQL Server.

With retrospective analysis
Compile reports even after upgrade using data collected from the original installation date of the Insight™. If a new report type is added to your system it can be used to analyse all previously collected MIS data.

With shift reporting
Reports can generate statistics relating to any shift pattern and can be compiled over any period of time.

With a user configurable interface
Your Supervisor has complete control over the information displayed in real time and historical reports. A password protected configuration interface ensures only authorised access to the resource groupings and alarm thresholds.

With a helpfile
Insight's™ comprehensive context - sensitive help file provides users with immediate on-line assistance on operation and programming.

Insight™ MIS is compatible with a wide range of telephone switches some of which are shown below.  We are constantly working with new partners, so if your platform is not listed, please give us a call on +44 (0) 1582 814700 or email sales@sension.com for availability on your switch

Take your call centre response to the next level.
Combine the legendary supervisory capability of Insight™ with a range of Wallboards, which provide your call centre agents with real time status and performance information.

Increase Performance
By providing your agents with key real time performance parameters such as Calls in Queue, Average Wait Time and Grade of Service, agents are able to see directly the results of their efforts. They can schedule their activities to match the traffic load in the call centre and thereby enable you to provide the best possible level of service to your callers.

Improve Morale
Supervisors can send timely messages of congratulations for a job well done or up to the minute information about special offers. This ensures your staff are equipped with the information to enable them to be more competent when dealing with callers.