BCMS

BCMS (Business Call Management System) provides call center call history management to support operational oversight, reporting, and service quality improvement. This service enables ITS and support teams to review call activity, monitor performance trends, and maintain accurate records for analysis and decision-making.

Key Features

• Call History Tracking: Maintains detailed records of inbound and outbound call activity.
• Performance Reporting: Provides metrics on call volume, wait times, and response trends.
• Search & Retrieval: Allows quick access to historical call data for review and analysis.
• Operational Insights: Identifies patterns and trends to support staffing and service improvements.
• Secure Data Management: Ensures call records are stored and accessed in accordance with institutional policies.

Benefits

• Improved Service Visibility: Gives leadership and supervisors insight into call center performance.
• Proactive Service Improvements: Uses historical data to identify opportunities for efficiency and quality enhancements.
• Stronger Accountability: Maintains accurate call records to support follow-up and service evaluation.
• Data-Driven Decision-Making: Supports staffing, training, and operational adjustments based on trends.
• Enhanced Customer Support: Improves overall service experience through better tracking and analysis.

BCMS services are available to ITS call center teams and departments responsible for managing and supporting customer service operations.

This service is provided at no additional cost to eligible* ITS teams and users as part of institutional customer support and operations resources.

*Questions regarding access or eligibility, please contact the ITS Service Desk*