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Call Center System Documentation

Maxcare has 24x7 Toll free helpline and Authorization center. The call
center and authorization center is based at head office

Call Centre
Maxcare provides a 24 x 7 Toll Free helpline on 800 MAXCARE (800
6292273)

Call centre is managed by qualified Medical Professionals with


clinical experience
All incoming calls are monitored/attended by medical professionals
to help the members on medical needs
All calls are answered in 10 seconds
Escalation matrix is in place for any escalated matters
Escalations are handled by senior experienced Doctors

Telephone System
Specifications
Users: 100
Concurrent Calls: 25
Voicemail: 3000min
Interface:
Up to 16 Analog Ports (FXO/FXS)
Up to 8 GSM Ports(Quad-Band GSM/GPRS850/900/1800/1900MHz)
Up to 8 UMTS Ports(UMTS 900/2100MHz or 850/2100MHZ or
850/1900MHZ)
Up to 8 BRI Ports
LAN: 1 (10/100Mbps)
WAN: 1 (10/100Mbps)
Size: 280x175x33 mm
Weight: 700g
Power Supply: AC 100~240V/50~60Hz(DC 12V, 5A)
Protocol: SIP(RFC3261), IAX2

Transport Protocol: UDP,TCP,TLS,SRTP


Codec: G.711, GSM, SPEEX, G.722, G.726, ADPCM, G.729 A, H261,
H263,H263p, H264 ,MPEG4.
DTMF: Inband, RFC2833, SIP INFO
Echo Cancellation: Supported
LED: Red for FXO/GSM/UMTS, Orange for BRI, Green for FXS
Network: Static IP, PPPoE, DHCP, Firewall, VLAN, DDNS, QoS,
DHCP Server, OpenVPN
Specifications
o
o
o
o
o
o
o
o
o
o

CDOCTOR (Call Detail Records)


Call Forward
Call Parking
Call Pickup
Call Routing
Call Transfer
Call Waiting Voicemail
Voicemail to Email
Voicemail Forwarding
Web Based Control Panel

Call Center Reports

Service Level Metric


Qtr

Service Level Metric


Average Speed of Answer

3 Seconds

2.5 Seconds

3 Seconds

4
3Seconds

% Answered in 30 Seconds
Call Abandonment Rate

90

95

92

0.30%

0.30%

0.30%

94%
0.40%

Quality Metrics
Quality Metrics
Customer Satisfaction (%)
Net First Contact Resolution Rate
Call Quality

1
85
75
Good

Qtr
2
82
78
Good

3
90
80
Good

4
92
84
Good

1
5%
1%
98%
100%
300
48
90%

Qtr
2
0%
3%
100%
100%
300
48
90%

3
0%
2%
100%
100%
300
48
90%

4
0%
1%
99%
100%
0
48
94%

Agent Performance Metric


Agent Performance Metric
Annual Agent Turnover (%)
Daily Agent Absenteeism (%)
Agent Occupancy
Agent Schedule Adherence
New Agent Training Hours
Annual Agent Training Hours
Agent Job Satisfaction

Call Log Sample

Caller
Unknown
108
108

Callee
660(122)
9.19015E+11
9.19015E+11

Trunk
pstn2
pstn1
pstn1

Duration(second)
858
19
47

Communication
Type
Inbound
Outbound
Outbound

Date
13-May-14
13-May-14
13-May-14

Time
8:54
8:56
8:56

Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
Unknown
42209434
Unknown
Unknown
Unknown
108
Unknown
Unknown
529958655
529958655
43527183
43527183
92244233
92244233
111
111
111

660(120)
621(122)
660(108)
621(108)
660(122)
621(122)
621(122)
621(122)
621(122)
621(111)
621(111)
9.19891E+11
621(111)
621(111)
621(111)
621(111)
621(111)
621(111)
621(111)
621(111)
529290591
529290591
4396613

pstn4
pstn4
pstn3
pstn6
pstn6
pstn4
pstn2
pstn5
pstn3
pstn3
pstn3
pstn1
pstn2
pstn2
pstn5
pstn5
pstn5
pstn5
pstn5
pstn5
pstn3
pstn3
pstn2

21
183
111
33
159
90
99
36
88
69
69
16
12
12
223
223
185
185
91
91
65
65
10

Inbound
Inbound
Inbound
Inbound
Inbound
Inbound
Inbound
Inbound
Inbound
Inbound
Inbound
Outbound
Inbound
Inbound
Inbound
Inbound
Inbound
Inbound
Inbound
Inbound
Outbound
Outbound
Outbound

13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14
13-May-14

9:06
9:20
9:24
9:27
9:28
9:39
9:41
9:49
9:51
10:28
10:28
10:31
10:37
10:37
10:37
10:37
10:50
10:50
10:54
10:54
10:58
10:58
11:00