An innovative solution, developed specially for internal call centres in companies. Thanks to the “Call Center On Demand” (CCOD), every company can manage calls without any other infrastructure costs than a telephone and a standard computer with ADSL.
The company can manage the calls itself, on site or from home. Ideal for organisations who wish to promote working from home!
Managing incoming calls is crucial, since they are the front line contact with the customer and determine to a large extent his satisfaction. Customers require a quick reply and don’t like having to wait. There is therefore a demand for new tools with which they can immediately gain access to the information they are looking for.
New Technologies such as speech recognition, text-to-speech and SMS messaging offer numerous possibilities to meet this need.
Your benefits:
- A flexible solution,
- No unnecessary investments,
- Management of calls from wherever you wish – working from home,
- Processing the calls in the event of operators’ unavailability,
- Available 24/7, tailor-made scenarios for every moment of the day and any specific circumstance,
- Automated response to recurring inquiries or tasks when necessary,
- Maximization of client satisfaction,
- Permanent and improved access to information,
- A rise in the number of interactions,
- Improvement of the productivity of the personnel,
- Enhanced management of costs and investments.
How does it work?
The “Call Center On Demand” (CCOD) is a central and delocalised service at The Ring Ring Company. The automatic interface works as an additional contact centre. Depending on the client’s inquiry, the availability and skills of the operator, the calls are automatically transferred to the appropriate operative.
The operatives install an application on their PC allowing them to log in and out. The programme generates an icon on the desktop. The operatives need only to click on it to activate their telephone when they wish to process calls. The programme is the interface between the operatives’ PC and our platform. In practice, the operatives at a call centre need only click once on their PC to get going, wherever they might be. Naturally, before they can start, the operatives need to enter their ID, password and telephone n
umber.
At any given moment, the supervisors at the call centre can check how many operatives are busy, how many calls are being handled, the length of the calls, the number of calls per operative and numerous other data.
The client rings just one number per country and communicates with the service via a temporary IVR application. The carefully conceived menu helps the client navigate through a list with typical problems or questions. The technique of speech recognition improves the service to the client, since he can make his choices in real time at that actual moment. This same technique also gains time since it speeds up a process often deemed as being tedious.
The consumer’s inquiry can be dealt with in the most appropriate manner:
- Spoken answer in real time,
- Automatic transfer to a specific or specialised operator,
- Fax,
- Notification per SMS message and/or via the post.