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Charter Manager

World Class Customer Service powered by Continuum™

Charter Manager

Charter Manager sits at the core of the Charter Continuum software suite to provide the power to effectively capture and manage customer complaints and feedback to an agent’s desktop.

Flexible and fully customisable, Charter Manager can be rapidly deployed as a departmental or enterprise wide solution with minimal user training.

Key Benefits

Easy to use and learn

An intuitive software application requiring minimal user training enabling system users to ‘go live’ with minutes.

Speedy data collection

Customised contact wizards and document templates dramatically improve agent productivity.

Comprehensive workflow management

An automated workflow approach manages the entire life cycle of each case in line with your departmental processes.

Extensive document management

Agents gain instant access to scanned letters, faxes and email that are linked directly to the contact record.

Business process flexibility

Charter Manager can be configured to fit the relevant business process. Businesses do not have to change the way they work to fit Charter Manager.

Legacy system integration

Designed to seamlessly integrate with legacy business systems and applications throughout your organisation including; postcode address software, financial and payment systems, ticketing systems, CRM applications and Human Resource systems.

Powerful Management Information Reporting

Every field in Charter Manager is reportable ensuring you can report against every detail of a complaint or feedback.

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Diary Screen

Diary Screen: Designed to help agents manage and track all cases, the Diary provides a view of actions that require an agent's attention. Actions are colour-coded based on priority and can be sorted by a variety of methods (examples include priority, name, contact number, due date, owner, etc.).

The Diary ensures that nothing 'falls through the cracks' and provides monitoring capabilities for managers to quickly analyse workload statistics for individuals, groups or entire departments. Managers can also reallocate work between agents or departments.

Contact Screen

Contact Screen: The main Contact Screen is designed to bring information directly to your agent's fingertips. We achieve this through the integration of new and existing systems (e.g. databases, applications, intranet, internet, etc.) with Charter Continuum™, then store this valuable information in a centralised customer database.

Through the power of Charter Designer, the Contact Screen is tailored to provide your organisation with the most efficient means of managing customer interactions, while linking to other sources of data throughout your organisation to increase speed, efficiency and most importantly, your overall level of customer service. The Contact Screen may be customised per user, group or department to exactly match an agent's requirements for workflow and responsibilities.

Document Screen

Document Screen: Charter Continuum™ was designed to provide your customers with a consistent level of service, regardless of how or why a customer chooses to contact you. The Documents Screen provides agents with the tools to manage inbound and outbound customer correspondence.