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Favorite reports: Agent by Make Busy Trace, Agent by Period, Agent Account Code Compliance, and Queue by Period
How do you use the reports? For example, which statistics are most important to your business? We use the reports to monitor agent activity and to assist with scheduling.
Favorite real-time monitor: Queue Now and Agent by Time
How does this monitor help you to measure performance? These monitors allow us to easily monitor the number of calls waiting to be answered and to see who needs to get back on the phone.
Company profile
CellularOne is a telecommunications service provider based in Show Low, Arizona. CellularOne’s goal has always been to provide affordable telecommunications service to remote areas of the country which were previously served poorly at unreasonably high prices. The company launched in 1994 after seeing the opportunity to bring phone service to Native American reservations in Arizona and New Mexico. The company now serves over 80,000 customers.
CellularOne was the first cellular company in Arizona to become part of the Universal Service Fund, a government program which subsidizes telephone service to low income housing in high-cost areas. CellularOne has used the support of the government to enroll customers, including individuals who reside on tribal lands, into an affordable service plan. The company serves a 25,000 square mile area with 140 tower locations and 19 retailers.
CellularOne has been providing quality telecommunications service to Northeast Arizona and New Mexico since 1994. CellularOne has approximately 240 employees, with 25 of these employees handling customer service and support at a contact center. CellularOne plans to expand its main office to accommodate its continued success and future wireless projects.
Software benefits
The benefits to using the Contact Center Solutions software include
¨ Tools to monitor all customer service employees on a daily, weekly, monthly, and yearly basis
¨ We are now able to track employee performance
¨ The reporting tools are very helpful for documentation purposes
The quality of prairieFyre service
prairieFyre has been very open to suggestions from us regarding reporting. For example, there are times when we would like to develop reports that combine information from several prairieFyre reports. The prairieFyre Customer Support team is excellent. If they don’t know how to fix a problem they will go the extra mile to find out the answer. We have always been very impressed with the service from the operators, technical staff, and training departments. In today’s world it is very hard to find good customer service and prairieFyre does an awesome job!
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