Technology
We manage customer experience through a highly trained staff and enabling technologies. Though adopting the right technologies does result in drastic improvements in the management of contact center operations, the role of accurate planning cannot be undermined in accommodating future growth and change. We provide optimal service and maximize revenue generation while minimizing costs.
Performance optimization technologies enable us to improve our service levels. They ease:
- Building a wider customer base to do business with
- Reaching diverse and widely distributed customer group
- Fine tuning our offering to specific customer groups
- Allowing customers easy access to experts
- Facilitating business round the clock
Our processes follow a structured process flow for seamless service. We use documented application, which is integrated with various applications like CRM, Lead management software, billing applications, etc. Some of the technologies that lend themselves to our voice and blended processes are discussed below.
In Outbound:
- Back to back calls with configurable agent wait time
- Comprehensive Reporting
- Remote Log-in
- Callback by same agent
- Advance lead churning option
- Simplified multi-campaign support
- Data redundancy
- GUI based management, configuration, back-up and reporting option
- Real time reports
In Inbound:
- Configurable IVRS
- Automatic call distribution
- Advance call handling feature and easy integration with client CRM
- Data redundancy
- GUI based management, configuration, back-up and reporting option
- Real time reports
- Remote Log-in
- Easy download of voice files
