Why do we need call center systems to manage customer services for maintenance and technical support?

Transcription

1 Why do we need call center systems to manage customer services for maintenance and technical support? In this scenario we'll show you the benefits of using call center systems in companies that provides services and sales and after-sales services for maintenance and more, and what are the real benefits that accrue to the facility when using these systems at the professional and practical level. This scenario provided to you by 1 P a g e Friday, February 22, 2013

2 Introduction: It s known that the Companies which specialized in providing customer care services, selling different products and maintenance, searching for practical ways and methods to increase the service level and seeks to share the largest share in business market by providing the best service for clients and customers. And through the evolution in this technology and companies seeking for excellence, we managed to create an excellent and wonderful solution that enables to manage this department and as we know that the work fields have become many and similar,, for example, companies that selling electrical appliances, according to what we recognize in our cities that many of these companies names almost all sell the same product classification, but if you someone (Where did you buy this product from?) He will answer the (X) company and if you asked him why? He will mention that this company has several great ways in customer and maintenance services,, whether for the speed in responding t phone calls or the professionalism in taking orders and more. So, all companies should pay greater attention to customer service, and the importance of this department is related to the importance of this company or its ability to control and manage their costumers needs> We, in turn, by virtue of our specialty in this field we were able to provide ELECTRONIC technical system allows you to manage this section and the distribution of tasks great in a smooth way through several web screens ensures you a clear workflow line and fast, in addition to the ease of using the system in reminding staff and visitors and callers the tasks assigned to them. In this scenario we will explain the benefits of using our system - Livi Call Center and how it will return in the desired benefits Thank you 2 P a g e Friday, February 22, 2013

3 Here is a simple scenario show the way our system works in handling incoming calls: Caller: he dials the number and let s assumes System: Hello, welcome to the Customer Care department, for English press 1 and for Arabic press 2. Caller: pressed 1 for English System: if you wish to communicate with the maintenance department please press 1, or 2 for sales and if you are looking for the nearest branch please press 4, for more information please press 5 Caller: pressed 1 System: Dear customer, we would like to inform you that this call is recorded to ensure quality of service System: Dear customer, we would like to inform you that the customer service representatives are in service with other customers, and one of the employees will answer your call shortly Employee: (in case this was a new customer) Hello, this is Ahmed how can I help you? Employee: (in case this was an existing customer) Hello Mr.Ali this is ahmed how can I help you today? Caller: I bought an air conditioner from your company and it is damaged Employee: sir please give me the invoice number or the product serial number Caller: here it is Employee: (at the same time) Mr.Ali you bought the air conditioner in and your guarantee ends in two months, please give me your address ( if it was a new customer ) or for insuring your address is dist.x and street X ( if it was an existing customer ) Caller: Yes this is my address, when will your engineers come? Employee: Mr. Ali you will receive a SMS in the name and number of the maintenance engineer and you will receive a number of 5 digits and we hope that you give it to him after he complete his job and he will also call you after two hours. Caller: Ok thanks Employee: have a great day and thank for dealing with us, and now I will refer you to the employees evaluation System: Thank you, do you see that the employee has served you to the fullest? If yes please press 1, if not please press 2 Caller: 1 System: Thank you for your call and we hope you a nice day 3 P a g e Friday, February 22, 2013

4 What did really happen in the scenario shown above? We will mention the details in the points below: 1. Actually our system is directly linked with the telephone lines of the telecommunications company starts from two to 64 lines. 2. Upon receiving the call, an advanced IVR system works to direct the caller 3. When the caller pressed 1, he had been directed to the Queue ( it s the place the callers are on hold ) until one of the employees takes his call 4. When the employee takes the call, a screen will appear, contains the main information about this customer like his name, number so the employee can greet him with his name. 5. Then, the employee can preview the purchased product including the date and several important information 6. The employee can request another information about the product just to be sure and he can put it in a special screen at the same time 7. Then, the employee will transfer the transaction to a maintenance engineer also he will receive a short message in the customers details and his address etc. and in the same time a short message will goes to the customer with the engineer details in addition to a Code, and the customer will give this code to the engineer after he complete his job, also an will be sent automatically to maintenance manager informs that a new maintenance request 8. The system will receive the maintenance requests and place it in a special schedule that subjects to company policy, for example the system will remind the engineer that this day he have 4 requests, or to remind the employees to contact this customer if the engineer didn t go and to arrange another date etc 9. When the engineer complete his job he will call the customer care and ask them to close the ticket and the employee will ask him about the code number, so he can close the ticket correctly. 10. The employee will refer the customer to the employees evaluation 11. The call ends. 4 P a g e Friday, February 22, 2013

5 What did technically happen in scenario shown above? - Livi Call Center had registered the following: Caller number Calling time Call duration Waiting duration The requested department Recording the call Registering the evaluation Registering the employee name - Livi CRM had registered the following: Calling time Caller number Registering the ticket number Registering the engineer s name Registering details about the product The employee s name Working hours New or existing customer Ticket closed in win or fail Sending SMS Sending for one or several people A status will be under the ticket so the system can send reminders to related person After closing the ticket, a short message will be sent to the customer says thank you for dealing with us, and an informs the mangers that the ticket has been closed 5 P a g e Friday, February 22, 2013

6 Reports: Actually you can generate an infinite number of reports whether on the call level or the system level, for example: Let s say that we want a report shows the calls flow in Sunday, includes incoming and outgoing calls for a given employee in a given time. And you can generate all kind of reports through a simple screen. And the availability in sending this report as a PDF or EXCEL file, and you can let the system send the report automatically every 24 hours or as you prefer. After reviewing this presentation, if you have any question please do not hesitate to call us, we are ready to provide you with the best solution that will meet your business needs THANK YOU 6 P a g e Friday, February 22, 2013