Call center as a link between customers and enterprises, used properly, can keep old customers for business, find new customers, bring benefits. Thus more and more of this business to build a suitable business call center as the key to enhance their overall strength.
In recent years, with the development and integration of communications and computer technology, the call center has been given a new content: the introduction of distributed technology to make artificial of agents no longer concentrated in one place of work; automated voice response device appears not only in large the degree of substitution on the work of the human agent representatives, but also call centers can run 24 hours a day; call center can handle not only telephone, but also to deal with e-mail, web access, micro-channel, microblogging and so on. So now the call center has become the information technology as the core, to provide customers with interactive services through a variety of modern means of communication in the organization.
Call Center Solutions
Call Center Solutions
small micro-enterprise call center solutions aimed at SME customers, the integration of IP call center and customer relationship management system is a lightweight integrated business system including communications systems, customer care service system, sales management system, knowledge base systems. Some common functions of the system need to be addressed extracted form a call center system of the main frame, the main frame is responsible for user login authentication, user permissions, and acquisition operations, while the main frame to each subsystem provides an interface to common functions, such interfaces comprising : traffic management, recording to listen to, download, SMS, mail and so on.
Call center system is divided into four parts: the interface communication systems, business systems, reporting systems, knowledge systems and other systems interact.
Communication system
Communication system is the basis of a call center to achieve multi-channel communication with the outside world. It contains several important components, these may be important components and integrate computer software, hardware interface and control equipment to control the hardware and software systems and integrated with each other applications for voice, fax and data communications. The system is responsible for communication with the customer access and take out, automated voice response, voice call records, and providing telephone service embedded systems, transmission and acceptance of events and status among business systems and communication systems.
business system
The agent will log in through the business system for customers to answer questions, deal with customer comments, customer care initiative, is key to achieving call center customer service-oriented. In addition In addition, in the case of not returning customers or special needs, the system based on user profiles, send text messages or e-mail reminders to customers.
Reporting system
The reporting system for each business subsystem original report centralized management, enabling users to view the report, to avoid unnecessary switching, providing users with a unified accustomed to the way the query and display. User through the report, you can master the seat of business, traffic and other activities channel call, a detailed understanding of the work and operations of the call center seats. It can greatly meet the user needs to call center operations and system monitoring and management.
knowledge base
Knowledge portal system first presented in the form of hot spots of interest to customers, the recent knowledge dynamics. Such as using the system, we first need to build a knowledge base built-in administrator privileges, and then other users can operate, create folders, files.