Call Centre and Customer Care

The agents have access to a number of tools to be able to provide in a fast and informed manner customer service and support. The main ones are the Subscriptions Dashboard, the Contact Finder and the Contact Centre.

The subscription dashboard basically provides all the functionality required by an agent to service a subscriber in a single dashboard like screen that requires minimal training to be used by an agent, therefore is very suitable for temps and trainee agents. It allows for very quick search and retrieval of the subscriber and lists contact details (addresses, phones, emails), the customer details (name, id, location etc) as well as the customer’s subscriptions, packages, product mixes, financial transactions and installed items. The dashboard also lists communications and activities be related to the particular customer.

The dashboard also provides the ability to open existing subscription or other related subscription data to either view or edit or quickly create new ones.

The following screen shows the subscription dashboard.

The contact finder is a search and display summary screen designed to manipulate many thousands of subscribers after combining complex search criteria. For example it can be used to identify all subscribers that have the standard package, are invoiced quarterly and belong to the segment “recorded reception problems more than once”. The tool offers multiple levels of drill downs to allow on the subscriber record as shown in the screen below.
 The Contact Centre is a dual role screen. It provides the user with a complete view of the subscriber in a single series of drill down screens and tabs and allows for quick communications to the contact/customer such as call, email or letter. Plus it provides full connectivity to the telephone switch for automatic recognition of the callers or automatic outbound dialling. CRM.COM Software supports both of the prevailing telephony interfaces, TAPI (Microsoft driven) and JTAPI (Java driven) meaning that the software can connect to almost any available telephone switch in the market.

The Contact Centre also allows for blended in-bound and out-bound campaigns, allowing the Call Centre operator to “push” additional calls to the agents during idle times. In addition it provides a sophisticated web forms builder tool, allowing for the easy definition of questionnaires, surveys and forms complete with conditional flows and tabs. 

The following  screen shows the Contact Centre screen.