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Customer support
Efficient customer support = satisfied customer = successful company!
A call center must solve many tasks. Some can be seen here without attempting to be comprehensive:
- General Customer Support
- Administration
- Information
- Order management
- Claims, complaints, fault reports
- Billing complaints
- Content provision
Calls are answered by IVR menu of Virtual Call Center and transfer it to the most appropriate agent via Skill Based Routing, when necessary. It is suitable to handle an almost unlimited quantity of calls, however it can provide an efficient solution even to companies and institutes employing just a few telephone agents.
Telephone Customer Support with Virtual Call Center
Agents of the telephone customer support answer and handle calls via the agents’ interface of Virtual Call Center. The system can identify callers by the caller number or data preset in IVR menu (PIN Code, customer ID), this way the data of the relevant customer is displayed for the agent. The agent can be aware the content of previous calls, previous orders, problems etc. within seconds.
Functions supporting customers support
Customer support tasks are supported by the following functions:
- Voice announcements
- Voice menu (IVR)
- Timing (IVR according the time of the day)
- Automated call distribution (ACD)
- Skill based call distribution (SBR)
- Queue
- Voice recording
- Automated E-mail and text message options
- Call transfer
- Message recording
- Call-back management
Real time monitoring of customer support
When required call center processes are to be intervened without delay. This is only possible when the appropriate supervisor tools are at hand.
- Number of calls in IVR and queue together with waiting times
- Actual waiting time per queue lines
- Monitoring the service quality of customer support (SLA)
- Monitoring the status of customer support agents
- Call information inquiries (CDR)
- Monitoring, training, conference
Linking to other customer support systems
A call center is not an isolated detail within a company’s organization, but it is closely attached to other areas. It is inevitable that the call center processes could automatically be linked to other systems:
- Manual database export and import
- IVR API: IVR link to other systems
- Database API: duplex automated data transfer
Telecommunication solution, telephone numbers
Further to call center solution a telecommunication and telephone numbers with almost unlimited capacities are provided to our customers. The Virtual Call Center is capable to answer up to 800 calls simultaneously!
- Local number landline numbers
- Number portability
- Shared cost, toll free and premium rate numbers
- International numbers
- Preferred landline and mobile rates