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Favorite reports: Queue Group Performance and Employee Performance by Employee. These reports allow us to run a complete analysis of our operator’s performance against the average for the skill level..
How do you use the reports? For example, which statistics are most important to your business? We are currently measuring and coaching using the following stats: Inbound ACD AHT, Outbound AHT, ASA, SL%, Re Queue Count, Abandoned Call Count, and Percent of ACD time/Total Phone time.
Favorite real-time monitor: Queue Now
How does this monitor help you to measure performance? It gives us a way to try to reduce abandoned calls before they happen. It also allows us to monitor trends in the different cities we operate and see how these trends can impact our business.
Company profile
Eveline Charles entered into the hair industry in 1974. Ten years later she opened her first salon, Bianco Nero, in Edmonton, Alberta. Blessed with creative flair and an innate business sense, Eveline quickly established Bianco Nero as the city’s premier beauty salon. In 1995, Eveline seized the opportunity to be at the forefront of the day spa movement and expanded her salon to include a full-service spa; by 1998, a second Bianco Nero salon and spa was opened in West Edmonton Mall. In 1999, Eveline re-branded the existing Bianco Nero locations as EvelineCharles™ Salons • Spas.
By 2001, two new locations were opened in Calgary and Edmonton, Alberta. In 2002 Eveline launched the first location outside of Alberta, in Vancouver, British Columbia. In 2005, two more facilities were opened in Calgary, Alberta as well as the EvelineCharles™ Academy of Cosmetology and Esthetics in Edmonton, Alberta, which offers diplomas in Cosmetology (hair) and Esthetics (skin). The EvelineCharles™ Academy, at 26,000 square feet, is the one of the largest schools of its kind in Canada. In 2006, the company opened another location in Kelowna, BC.
To satisfy the demands of an ever-growing, well-educated beauty clientele, EvelineCharles™ has collaborated with international experts to create exclusive product lines in body care, cosmetics, hair care, hair color, nail care and styling tools. The company has recently added a distribution centre with the aim of becoming more competitive in all areas of the beauty business: research and development, manufacturing, distribution, service and retail. EvelineCharles™ is recognized internationally as an industry leader and entrepreneurial success story.
Software benefits
The benefits to using the Contact Center Solutions software include
¨ Reduced unnecessary staffing
¨ Improved productivity
¨ Achieved more accurate sample data sets
¨ Incorporating advanced telecommunications functionality into a small-sized business
The quality of prairieFyre service
Any support calls that are initiated by our company are first directed to Bell Canada which retains our customer support. Issues with prairieFyre are very minimal and usually relate to specific upgrade requirements that are handled by Bell Canada. Overall, we are very pleased with the prairieFyre solutions and we’re confident they will continue to provide our company with the latest technology, flexibility, and capability.
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