Call center
Call center - software for organizing the work of a call center.
A solution for organizing the work of the call center of the company. Provides the office with communication, and also allows you to qualitatively serve a large number of incoming and outgoing calls
Large range of software technical capabilities
The technical side of the issue is only one of the aspects of organizing the work of the Call-center; the desired result can be achieved only if a detailed concept of its creation is thought of. Here, both professional support in the creation of a Call Center and minimization of the company's costly items in this vector of work are important. It is also needed to consider the fact that each Call Center has its own specifics of the work: someone puts more emphasis on incoming calls, someone on outgoing calls, taking into account the balance of calls, etc.
Call-center from our company is about maximum comfort for the user and simple system management. The client can, without special training in the web interface:
At the same time, the system contains a system of detail, called statistics, which allows you to make management decisions based on numbers, not guesswork.
The key task of call center software is to automate and increase the efficiency of operational processes: call distribution, filling in customer information, routing. Optimization of business processes is also important: the ability to monitor the performance of operators, departments, analyze key performance indicators and monitor work in real time.
Increasing customer loyalty and reducing staff costs: is it realistic to combine them?
The Call-center allows not only to optimize the work of employees and ensure high efficiency of communication with customers and potential customers of goods and services, but also to optimize the company's budget. It is not only about reducing the staff of the company to perform routine work, but also about working with the best of the best. Let's dwell on the advantages of the Call-center in more detail.
Software features allow you to collect statistics on the employee, group, date and other parameters. This allows you to increase the productivity of your employees by:
gaining access to a complete picture of the processing of calls of a particular employee or group and the possibility of evaluating the effectiveness of his work based on real data;
the possibility of obtaining information on “hot days” and increasing the load of the center on them;
development of KPIs based on real indicators and the introduction of a system of fines and bonuses for employees and not only.
The presence of a huge number of supervisory tools allows you to provide a high level of customer service and has a positive effect on increasing their loyalty. Available tools include:
prompter function. It involves prompting a script to a beginner during a conversation with a colleague with experience in this field and allows beginners to start working literally from the first day. The advantage is also in saving time for training new employees;
eavesdropping function. Allows management to assess the level of work of each of the employees, highlight the strengths and weaknesses of each of them and leave only true professionals to work in the company;
the ability to connect a “three-way audio conference”. Adding a competent specialist from another department to the conversation to quickly resolve the client's issue saves his time and increases the trust of the company and not only.
Benefits of using
Call Center
Increasing the productivity of call processing
Technologies help to automate operational and business processes in the call center, as well as increase the productivity of employees. Process automation allows you to process many more applications than managers would do manually.
Reducing communication costs
We are talking about reducing redundant staff, building an optimal balance between the number of staff and the expected volume of work, as well as reducing the costs that go to pay for overtime hours.
Increase customer and partner loyalty
If earlier waiting on the line was perceived as a necessary evil, now every extra second in the queue is a risk of losing a user. People want quality, fast and relevant service.
