Call Centre and Telemarketing
- Can you measure why and how often Customers contact you?
- Does your support team have all the information they need?
- Would a standardised telephone script improve productivity?
- Would an online Knowledge management tool reduce your training costs?
- Do you value good customer service?
If you need a Customer Support and Case management system, then this module is built for you.
Log calls and faults - assign cases to team mates or even third-party suppliers. This module provides work-tracking and an auditable history log to ensure your Customer interactions are complete and up to date. The Telemarketing feature allows you to build your own web-based forms/screens and telephone scripts to ensure everyone collects the same information. You can validate the responses to ensure the highest data quality, and since these responses are captured in real-time, the data is available immediately for management reporting and analysis. You can further apply this feature to raise the skill-level in your organisation by building scenarios using the logic-based scripting feature. Get the most from your subject-matter experts and spread the knowledge.
Regardless of the size of your Call Centre or Support team, this solution is scalable and optimised to allow all your operators to work off the same script at the same time. All this functionality is enhanced with the Customer database that will allow you to build your own target-lists.
The suite of reports that come standard with this module include Case Resolution reports (for SLAs), Work-tracking, Support Team and Workflow reports, Analytical Fault reporting, and Telemarketing Costs, Activity, Customer and Response reports.
Why not try it for 14 days obligation-free. Register now
Just look at some of the features.
Features list
- Account management
- Campaign and Activity management
- Shared Calendars
- Automated Appointment reminders
- Customer database
- Customised Target Lists
- SMS and email Customers
- Group SMS function
- Document management
- Automated email/SMS Customer reminders
- Targeted Marketing
- Customer history
- Case Management
- Case history audit trail
- Real-time Case Capture
- Time-stamped for SLAs
- Case Assignment and Tracking
- Workflow tracking
- Telemarketing management
- User-defined Telemarketing scripting
- Real-time Response capture
- Create Custom Forms
- Create logic-based forms
- Knowledge management tool
- Scenario builder
- Task List Management
- Automatic Reminders
- Global locality and time-zones
- Supports Asian character set
- User-controlled Admin functions
- Account-level permissions
- User Session control
- Group-level Permissions
- Campaign and Activity-level Permission