CALL CENTER SOLUTION
Call Center Solution
The small and middle sized PBX base standardization protocol.
OBJECTIVES
An optimized and integrated solution that combines various solutions used by a call center. Particularly, this multi-functional all-in-one call center solution is designed to maximize the productivity and efficiency of small and medium-sized businesses.
CUSTOMER SERVICE
CUSTOMER SUPPORT
TELESALES
Functions
CTI
- Call management : Registration and correction of call distribution policies for smarter call distribution.
- Data management : Convenient data collection and analysis through customer’s database and interface.
- Management of service agents : Monitoring on mangement and status of call canter resources, management of service agents by their capabilities, and real-time datata resources.
IVR
- Scenario editing : Real-time editing and correction through a scenario editor.
- Status of services, real-time monitoring on the status of calls, and call statistics by specific conditions.
- Support to all TDM lines and interfaces including E1 and analogue.
RECORDER
- Recording of all calls : Recording of voice, screen, video, and text.
- Retrieval of the records : Player of real-time interception and retrieval by agents/groups/periods/time.
- Monitoring and statistics : Monitoring of service agents and lines, and statistics and reports by calls/agents.
WALLBOARD
- Web-based display board solution with no installation required.
- Display of the status information on a call canter: Real-time statistics of incoming/receiving calls.
- Various types of screens and cycles available.
TECHNOLOGY
MESSENGER
A private messenger for a call center can help to make and deliver a decision promptly as well as increase efficiency by facilitating communication among service agents
- Viewing the status (busy/ready) of all the service agents within a call center with a tree structure chart
- Exchanging and viewing a note (in case of leaving office)
- Real-time chatting
- Delivering a messege to a group of or the entire service agents by a manager in a prompt manner
- One-to-one file transmission
INDIVIDUAL REAL-TIME STATISTICS
Statistics on individual agents can be viewed in real-time based on their personal computers
- The number of incoming calls received by a service agent can be viewed in real-time
- The workload can be shown and a service agent motivated to improve his or her capacity, for their number and duration of calls can be viewed in real-time
CALL TRACKING
Statistics on service use frequency can provide the foundation for further improvement of IVR service
- Call flow monitor – the flow of incoming calls is visualized for effective monitoring of the IVR system
- Statistics by services – Statistics are provided by services for better understanding of use frequency and time
- Identification of causes of an error – Displayed flow of all incoming calls can help to analyze the cause of an error
BENEFITS
Improved call connection rates
If customer hangs up while getting information from ARS, the service agent of the dropped call is assigned to another call automatically
IVR / Service agent application
Identification of customers through customer identification number (CID or resident registration numbers) and pop-up of previous conversations
Talk time can be reduced and efficiency of consulting improved, for service agent provides consulting based on accurate customer information
CTI (Routing)
Various call routing support (in the order of waiting, skills, groups, VIPs, etc.)
Multi-media routing support (chatting, web, fax, email, SMS, SNS, etc.)
Real-time monitoring
Work can be effectively adjusted through the status of service agent and waiting calls
Statistics of call / service agents
The overall status of the call center can be viewed with various call statistics
Human resources can be effectively utilized based on the data of incoming calls
The performance of service agents can be assessed by viewing the calls they receive or give up as well as the talk time
Operation can be improved by analyzing the call pattern of customers and service agent
Recording
Recording a call can help to improve service agents’ ability to respond to customers and quality of customer services
The records can be used as evidence if any dispute arises from customers