BPOBPO

Challenges

  • Customer identification: Existing customers expect organizations to know them. Every time they call the established helpline number, customers find it very frustrating to repeat details like name, address, and phone numbers.
  • Customer update: Customers expect to know on a timely basis promotions, offers, new product / service offerings, and other updates
  • Call back: It is likely that at peak hours call volume will be the highest for Call Centers. This can result in customers waiting in queue and hanging up before being attended to by an agent.
  • Turnaround time: Customers expect a quick resolution for simple queries and don’t like being kept on hold endlessly

Recommended Solutions

  • IVR
  • PBX / ACD
  • Inbound interaction management solutions
    • Voice
    • E-mail
    • Chat
    • SMS
    • Reports
    • Recording
  • Outbound interaction management solutions
    • Voice
    • E-mail
    • SMS
    • Predictive and preview dialing modes
    • Recording
  • Blending capabilities

RAP CTI

  • Collects CLI, DNIS, ANI and digits entered
  • Intelligent call routing
  • Integrates with PBX, IVR applications, and business applications
  • Customer interaction history
  • Softphone, screen pop and caller recognition
  • Call Center management with real time monitoring and historical reports
 

How it Helps

  • Receive inbound calls
  • Receive e-mails
  • Initiate chat
  • Make outbound calls
  • Schedule outbound calls based on agent-call ratio
  • Record calls for quality-check and training
  • Generate periodic reports based on historic data and also real time reports
  • Outbound SMS campaigns