All-in-one Tracking System

All in one Tracking System or ATS is a Customer Relationship Management Software developed by Aptimist Techno Solutions.

This CRM is mainly for maintaining the customer database in a call center.

User represents the call agents who attends the calls and solves the issue.  They start a session whenever they enter a new call. More than one call can be served in parallel in different sessions.

Details such as Customer name, phone number, location and the issue they are facing are keyed in into the CRM. The status of the call whether the ticket has been successfully closed or still open or whether  a call back is necessary or not  is recorded. If a call back is necessary, then the tentative call back time is also noted and a reminder is set. If there is a service charge, the payment details are  noted in the CRM. These records are maintained so that if a customer calls back, we have the customer’s history, which in turn help us serve the customer better.

Admin User can view the call history of all the users apart from performing all the operations that a user does. This role is allocated to the Team Lead so that he can view the reports of the team and analyze  the performance of each user. The reports include daily calls, Session Duration Details, Status of the calls etc. He can also view the callback list for all the users and also check the users who are online and offline. Admin is also able to search for specific records based on keywords.

Super Admin user has all the rights which an admin user has. Apart from this, super admin can handle all the operations including creating, modifying and deleting users.  He can also view all kinds of reports such as daily, weekly, monthly and yearly calls reports based on call history and user related data. Usually this role is handled by the head of operations.