Macfarlane Telesystems Limited
Improving lines of communication
[ Management Statistics ]
Management Information systems (MIS) enable events to be logged and reported upon by specified parameters such as line, DDI, Agent etc, as well as alarms to be triggered when quality or performance parameters go beyond pre-defined limits.
This provides managers and supervisors with the ability to create user-definable and real time on-screen displays of information about calls - and hence to maximise contact centre performance and service levels, delivering a broad range of benefits:
  • Increased level of customer service
  • Increased supervisor and agent productivity
  • Fewer abandoned calls
  • Improved strategic planning
  • Shorter call length, thereby increasing agent productivity
  • Reduced waiting time for callers
  • Effective control of manpower costs
CallPlus MIS is a sophisticated module that collects data not only about telephone calls and all the other form of contacts, such as email, web chat and SMS, but also about agent activity. Real time and historical information and statistics can be displayed on the CallPlus Management screen or printed out covering user defined time periods.



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