BMS Contact Centre -> Classification of BMS Contact Centre business tasks – Support

One of the parameters of the successful business conducting is meeting clients’ informational requirements in the real time mode (or practically in the real). So the effective instrument for the company interactive interaction with their clients is necessary.

BMS Contact Centre > Classification of BMS Contact Centre business tasks – Support

 

There is set number of issues specific for sales department that allow Customer not to lose clients and to keep proper high level of customer service.

• Peak loads in case of emergency situations – usage of interactive voice response (IVR) subsystem allows you to adjust calls processing script quickly adding message about the exciting problems and the expected timing of their solution into it. This will discharge Customer’s operators from the part of calls and will allow to cope with the overload.

• Full control over the operators - a complete record of conversations, web -, e-mail requests allows to solve all conflicts with the Customer’s clients and to analyze their causes, and operators on-line training will help to bring new employees on the proper level of qualification quickly.

• Customer self-service – usage of IVR will help to create proper scenarios of customers’ self-service, easing the pressure on operators and releasing them to solve problems.

• Day and night support - usage of the methods of redirecting calls and customer requests to external phone numbers and e-mail will allow to make Customer Contact Centre round the clock, even without organizing a night shift.

• Personal customer service - with the help of integration with the CRM-systems and external databases, Contact-Centre can offer to assign specific operator to the client and fully personalize the processing of requests.

 

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