Call Center

CAll Center

CUSTOMER RELATIONSHIP MANAGEMENT SOLUTION

CALL CENTER helps better manage:

  • Client Support
  • Technical support & outsourcing
  • Marketing and Sales
  • Client personal data
  • Targeted marketing surveys

ADMINISTRATIVE PART

  • Create departments
  • Create users by each roles (eg. operator) for departments
  • Edit data of users
  • View tickets opened by users
  • Generate reports

SUBSCRIBER & SYSTEM PART

  • Operators are able to answer calls via Quadro
  • System automatic records incoming calls
  • Operators can search caller (subscriber) information in database coming from billing system via REST API
  • Operators are able to open tickets
  • Operators are able to edit ticket description
  • Operators are able to close tickets
  • Subscribers can fill application by calling
  • Operators can fill applications for subscribers
  • Operators are able to attach files (eg. scan of passport) to application
  • Operator are able to describe process of application and set status
  • Operators are able to view/search/edit applications/files and change their statuses and descriptions

SYSTEM FUNCTIONALITY

  • User friendly UI
  • Multi-language platform
  • Intelligent voice mail
  • Calls recording, statistics, reports
  • Integration with billing solution & CRM
  • Information on calling client
  • Missed calls registration
  • Incoming calls registration and classification
  • Call loading & queue control
  • FAQ list

CALL CENTER EFFICIENCY

  • Incoming calls decreased by 37%
  • Service quality increased by 56%
  • Complete answer to client 89%

CALL CENTER EFFECTIVENESS

The 87% decrease of calls serving is explained by

  • Service rapidity
  • Database centralization
  • Operator work simplification
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