Deutsch
Interaction Center
Your contact center is the Control panel of a competent customer care.
Your customers still waiting in the pipeline for your services or they receive conflicting information from different employees? With CRM you make sure that your contact center employees always have the right information to be a competent contact for your customers.
Objectives
- Customer satisfaction through reliable information
- Lowering service costs through a tight organization
- Increasing revenue through telesales activities
- Cost-effective personnel deployment planning of your call center employees
Our Services
- Buildup service center - Establishment and organization of service centers for customer service and support, developing your business concept, developing an IT and telecommunication infrastructure, team building, process management and ongoing operations
Definition of services - Analyzing and development of your service offerings (e.g. service policy, service level, escalation steps), organization and quality assurance of your service processes, internationalization of your offers
Setup service components - Configuration of your customer service center, including request management, solution database and online-support via Web; presentation of your service processes, availability, service levels and escalation steps
Technical assistance
Service – Create the base of an all around service of your contact center: Enable your call center agents access to service enquiries and contracts as well as a solution database.Telemarketing - Establish your call center as a marketing channel including outbound call functionalities, interactive scripts and create call lists into call campaigns.
Telesales - Establish a new sales channel! to support your sales process based on powerful functionalities like interactive interview guideline manuals, order management and product suggestions.
Email Response Management - Make your call center an interaction center! Beside your phone you can use email, fax, chat, Voice over IP and call back functions to communicate with your customer.
Workforce management - Arrange your personnel deployment of your call center in detail. Therefore you can use exact information about efficiency, skills and activities of your employees and the needs of your customers.
Analyzes - Get the answers you never knew, e.g. questions like: How efficient is my call center? How is the performance and used capacity?
User interface - Use the windows interface or even web-based interfaces. Choose the right interface for your call center team in order to support them in their activities.
more
