Efficient citizen engagement and timely resolution of issues are critical for delivering high-quality urban services. Capulus Technologies’ Integrated Helpdesk System provides a centralized platform for managing citizen queries and complaints across various city services. This system tracks key performance indicators to ensure responsive and efficient service delivery.
Average Speed of Answer : Monitor the time taken to answer incoming calls. Ensure swift responses to citizen queries and enhance satisfaction levels by minimizing wait times.
Service Level Percentage : Track the percentage of calls answered within the defined Service Level Agreement (SLA) time. Maintain high service standards and adherence to performance benchmarks.
Abandoned Call Rate : Analyze the percentage of callers who hang up before being answered. Identify patterns to improve call management and reduce call abandonment rates.
Average Handle Time : Measure the total time spent on calls, including after-call work. Optimize call resolution processes to balance efficiency and quality of service.
Centralized Platform : Manage all citizen interactions and complaints from a single, user-friendly interface. Streamline communication and ensure consistent service across all city departments.
Real-Time Monitoring and Alerts : Receive live updates on call center performance metrics. Identify bottlenecks and take proactive measures to maintain service quality.
Comprehensive Reporting : Generate detailed reports on key performance indicators (KPIs). Gain insights into service trends, staff performance, and areas for improvement.
Multi-Channel Support : Enable citizens to reach out through multiple channels, including phone, email, and online portals. Enhance accessibility and convenience for all users.
Capulus Technologies’ Integrated Helpdesk System empowers cities to deliver exceptional service by ensuring efficient citizen engagement, monitoring critical performance metrics, and fostering continuous improvement in service delivery.