客戶服務中心方案 （ 來電客服和外呼推廣 ）
自動呼叫分配系統 - Automatic Call Distribution (ACD)
客服人員可擔任多個服務項目專員 - Multiple Queues on each Agent
主管監聽 / 客服實習訓練模式 - Call Monitoring / Coaching
通話錄音 - Call Recording
服務項目和客服專員工作數據統計 - Queue and Agent Statistics
客戶關係軟件整合 - CRM integration
來電客戶資料顯示 - Caller's Information Pop-up
留言信箱管理 - Advanced Voicemail Management
客服人員可擔任多個服務項目專員 - Multiple Queues on each Agent
主管監聽 / 客服實習訓練模式 - Call Monitoring / Coaching
通話錄音 - Call Recording
服務項目和客服專員工作數據統計 - Queue and Agent Statistics
客戶關係軟件整合 - CRM integration
來電客戶資料顯示 - Caller's Information Pop-up
留言信箱管理 - Advanced Voicemail Management
Work Flow of Inbound Call Center
1. Call pickup automatically by IP PBX Interactive Voice Responses System (IVRs).
2. Request caller to select languages and services.
3. Request caller to enter Membership number or VIP number (Optional)
4. Caller wait at call queue (e.g. queue of customer service).
5. Automatic Call Distribution (ACD) system will distribute the call to the most suitable (skill set ,e.g. language or technical knowledge) agent available .
6. Agent desk phone ring and display (or pop-up on computer screen) caller’s information e.g. Selected language, service type, service history or previous inquiry etc.
7. Agent speaks to caller, input new inquiry and answer caller’s question.
8. Agent transfer the caller to next level e.g. technical support engineer if required.
9. This call log and inquiry will be stored in database e.g. CRM system
2. Request caller to select languages and services.
3. Request caller to enter Membership number or VIP number (Optional)
4. Caller wait at call queue (e.g. queue of customer service).
5. Automatic Call Distribution (ACD) system will distribute the call to the most suitable (skill set ,e.g. language or technical knowledge) agent available .
6. Agent desk phone ring and display (or pop-up on computer screen) caller’s information e.g. Selected language, service type, service history or previous inquiry etc.
7. Agent speaks to caller, input new inquiry and answer caller’s question.
8. Agent transfer the caller to next level e.g. technical support engineer if required.
9. This call log and inquiry will be stored in database e.g. CRM system
Work Flow of Outbound Call Center
1. Import dial list to Auto Dialer system. Dial list may gather from CRM or other source.
2. Setup campaign on Auto Dialer system and start the auto dial process.
3. Calls answered by client will pass to Agent’s phone. Agent will receive client’s info from telephone display or CRM pop-up window.
4. Agent pickup the call and speak to client.
5. Sales order will be input to CRM or ERP system
6. Call log will be recorded to IP PBX system database or CRM database or both.
2. Setup campaign on Auto Dialer system and start the auto dial process.
3. Calls answered by client will pass to Agent’s phone. Agent will receive client’s info from telephone display or CRM pop-up window.
4. Agent pickup the call and speak to client.
5. Sales order will be input to CRM or ERP system
6. Call log will be recorded to IP PBX system database or CRM database or both.
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