Automatic Call Back Service the right solution for Customer Call Management

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Gregory Grant
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1 Automatic Call Back Service the right solution for Customer Call Management

2 Contents Customer calls the challenge Customer calls the solution What is Automatic Call Back Service? Automatic Call Back basic functionalities Automatic Call Back views Automatic Call Back benefits Capricode Systems and Automatic Call Back in a nutshell Contact Information

3 Customer Calls the challenge Personnel have no time to pick up all incoming calls Too many incoming calls to be handled at the same time How can you deal with incoming calls? How do customers experience your company s telephone service? Do you lose customers while your customer service people are busy or occupied with various tasks? How can you reach all potential customers? How can you further improve your customers service experience? How can you create more loyal customers?

4 Customer Calls the solution ACB is an automated call back service system that works in concert with your company s telephone system The ACB system has been developed in cooperation with large Finnish Health Care units and delivered for more than seven years When your company s personnel are busy or occupied, ACB receives your customers calls in a friendly manner and asks them to leave a voice message and/or a call back request You can easily handle and manage your customers call requests and voice messages with the aid of the ACB system The concentration and work flow of your personnel immediately improves, and telephone traffic will become less congested at the same time ACB is an independent service solution that works with all operator systems no fixed investments are needed

5 What is Automatic Call Back service? All unanswered customer calls are automatically transferred to the ACB system. Customers do not have to queue at all or call again for the same reason Calling customers hear a customized voice message and are asked to leave a voice message for your company s customer service person When the customer service person is no longer occupied, he or she can see the call request on a PC screen He or she can easily listen to the customer s voice message using the PC and can also prepare the matter before calling back to the customer. The call back can be easily done with a mobile phone The call back task is closed by using the PC ACB makes sure all potential customers are served and all call requests are truly handled

6 Automatic Call Back basic functionalities When your company s telephone system or customer service personnel are occupied, ACB welcomes calling customers in a friendly manner. Calling customers are asked about the service they want, and they hear a promise that they will be called back as soon as possible Customers call requests, voice messages and telephone numbers are automatically stored in the ACB system Call requests left by customers can easily been seen by the company s customer service personnel on the PC screen Messages are listened to by using the PC and calls back are easy to make with a mobile phone Reporting (when needed) is done with the PC

7 Automatic Call Back view call requests

8 Automatic Call Back view handling of call requests

9 Automatic Call Back - benefits Every calling customer is reached and your company s service level improves Potential customers are not lost to competitors In spite of busy hours, your customer service personnel can provide better service to existing customers. The personnel are aware that ACB will warmly welcome every calling customer Your customers service experience improves as they can rely on the fact that their business will be taken care of with only one phone call and without queueing at all Your customers will talk about this novel service experience also to other people ACB ensures that all call requests are truly handled Just one reached and well-served customer can easily pay back your new system s reasonable monthly fee

10 Capricode Systems and Automatic Call Back in a nutshell Capricode Systems Oy is the market leader in Call Back system markets in Finland Technically ACB is very reliable: the system has been delivered since 2007 to more than 30 cities and communities that use it every day. Also more than 700,000 Finnish people receive ACB service when needed The system is highly scalable and capable of handling also large amounts of users. One current customer receives as many as 1000 call requests per hour. The system can also handle more than 400 call requests during one rush-hour Ease of use and technical reliability have been the basic principles in mind when developing the ACB system. The newest 2014 version s usability is even better than before

11 Contact information Capricode Systems Oy Yrttipellontie 10 G Oulu, Finland tel: sales@capricodesystems.com web:

Automatic Call Center the right solution for Your Company s telephony management and better Customer Service

Automatic Call Center the right solution for Your Company s telephony management and better Customer Service 25.5.2015 Contents Modern telephone services the challenge Modern telephone services the solution