When running a call centre, or a team of call centre agents, it can be difficult at times to understand changes in performance and agent morale.
Fax, also known as facsimile, involves the transmission of scanned material via electronic signals through a telephone system. Once this information has been transmitted, the device receiving the information (typically a fax machine) will convert the electronic signals into an image. The use of fax machines to transmit images and information has declined over recent years due to the emergence of internet based technologies such as email, however, there are many industries that still rely on faxes to transmit information such as financial records and signed contracts.
CDR or 'Call Detail Records' are historic call statistics that can be retrieved on a regular basis to assist in analysing the efficiency of a call centre and its campaigns. The information that can be obtained from CDRs has the potential to be a key factor in making call centre agents more adept at handling calls. Subsequently this can only improve the productivity of a call centre overall.