The CastelConnects® Control Center, known as C4, provides three benefits: it gives company executives the ability to monitor the performance and profitability of a call center at any given time from any location; it offers managers and supervisors the ability to monitor floor and campaign operations in a succinct, easy to read format; and it allows administrators quick and intuitive access to system configuration parameters.

Constant monitoring of operations is critical to a company’s success. Now, Castel’s new C4 software provides its customers with another tool to achieve that competitive edge. C4 provides sought-after, critical data quickly in order for anyone from an executive to a call center supervisor to make sound decisions with fast turn-around times.

Designed using color graphics and charts, Castel’s C4 provides information on such things as campaign statistics, promise to pay data, agent productivity, and system health at a glance. Its intuitive navigation is completely custom-designed and uses drag and drop technology for easy customization. It allows managers to drill down from high-level views of a campaign to individual agent statistics. Included in C4 are color-coded alarms and alerts based upon user-defined thresholds. The ability to graphically monitor will also allow the call center supervisors to identify and determine the most effective agents for best practices.

For example, as the owner of a collections agency, you’re interested in the latest status of your business. Each morning, you log onto Castel’s C4 and review yesterday’s results, including actual promises to pay compared to goal and total inventory penetration by client. You compare week-to-date, month-to-date, quarter-to-date and year-to-date actual versus projected.
As the supervisor, you use C4 to monitor the status of all campaign and agent activity. Color-coded alerts direct you to any problem areas. You can drill down to the agent level to see specific results. A quick review of a map of the collections floor will highlight any agent issues. You can monitor your monthly performance versus your target and make any adjustments to get back on track.

Keeping track of the hardware, users, thresholds, campaign and business rules, and other system details is made simple for an administrator using C4.