Call Management

Empower your front line staff to address any call from a member.

Put the information and tools in the hands of your front line staff so they can answer, pre-qualify and route questions and concerns from your members. This module tracks all communications and routes the resulting tasks to the appropriate department or individual.

Highlights

  • Quickly record the details of every call, even before you know who is calling.
  • Timers are activated when the call starts and each time staff work on the resulting issue.
  • Categorize each call by primary and secondary keywords.
  • Keep extensive notes and unlimited electronic documents on every call.
  • Links allow quick access to employer, work location, bargaining unit, job classification and contract details.
  • Answers to follow-up questions are easy to record and link to the member’s record.
  • Route issues to other staff or departments who are automatically notified with the information necessary for contact and follow up.
  • Create a case (e.g. grievance) directly from a call.
  • Manage and monitor call activity with extensive search capabilities.
  • A member’s call history can be accessed from a tab on their profile.