CALL CENTER SERVICE

Call Center is to deliver positive results that provide competitive advantage has never been greater

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To achieve that advantage, your call center must come through on a number of fronts. In today’s business climate, customer satisfaction is critical to success. Call/Support Center is reducing the manpower and store automated customer’s data as well as call/support center is a cause of increasing business. Digital call/support center will provides a wide range of features like:

  • Service Level & Average Speed of Answer (ASA)
  • Call Transfers
  • International Calls Landing
  • Calls in Que Monitoring
  • Average Handle Time
  • Abandon Calls
  • Wait Time

Effective call/support center solutions allow agents to respond rapidly to customer demands. We provide the optimum load balancing based upon the word handling guidelines. They make the most of agent availability, skills and experience and integrate readily with other productivity tools in a multi-vendor environment.

As an valuable customer M3TECH suggest you that, must implement the digital call/support center which will facilitate working procedure, reduce manpower and provide hourly, daily, weekly, monthly and yearly reports/trends.

CORE BENEFITS

  • Faster and Convenient – Due to automation and one window operation
  • Freedom – alternate means to place your request round the clock
  • Secure – verifications at multiple levels
  • A Helpful Tool – for performance and service level analysis, and also for planning
  • Customization – expandable to the additional seats through licensing
  • Analytics – generate automatic pictorial summary report for planning

CORE REQUIREMENTS

Customer Management Center Services Includes:
  • Centralized contact centre facility to connected with PTCL Lines, SIP PRI & PRI
  • 05 seats setup with 01 supervisor for calls handling and management
  • Tools for calls reception, distribution, queuing, routing & logging
  • Soft phones installed at agent desktops for hands free handling
  • Online monitoring utility for live calls listening in various modes
  • Supervisory screen for agents performance review, KPIs
  • Wallboard application for real-time graphical analytics display
MIS/ Reporting
  • Dashboard views & Standard MIS Reporting engine for statistical & graphical reports
  • Database export provision into MS Excel/PDF format
  • Summary & detailed reports
One View Call Recordings
  • Call recording of all incoming and outgoing calls
  • Application to play back calls
Self Service IVR
  • Language selection for Urdu & English or any other…..
  • Department selection like Support & Sales etc.
  • Capture input for call back without waiting
Customer Profile Management
  • Customer profile management Edit and Add new contacts
  • Profile pop up at agent screen over click
  • Capture new contacts details and forward to other system
  • Integration with other system for transactions processing
  • Integration with customer DB for profile details