Call Centre Operator
SmartMove's booking screen and dispatch software have been designed in consultation with a number of Australian regional and metropolitan taxi companies in order to create the most efficient call-centre possible. SmartMove allows for two levels of operator; the regular telephonist and the fleet operator. The telephonist is only allowed access to the booking screen, while the fleet operator has complete freedom to access mapping and status screens to best manage the queue.
The SmartMove booking screen
SmartMove has several features to reduce the load on the call centre
- The automated IVR system will create bookings automatically for registered users
- The system can handle bookings sent by SMS, with replies sent if necessary
- SmartMove's ExpressBooker allows registered users to book taxis and check on the status of bookings.
The software automatically places pre-booked jobs on the queue and dispatches them at the appropriate time. Jobs, including auto-repeat bookings, can be entered weeks or months in advance and SmartMove will dispatch them at the right time.
SmartMove also allows the telephonist to enter additional information about a job (for example comments like 'elderly', 'help with baggage', and so forth) that may be helpful to the driver, which is then sent along with the basic job details.
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