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Call Centre
 | | IT Service Desk
Assignment and Escalation Alerts
Integrated to Frontrange Heat for Singapore Computers Systems' Juzcall, our enterprise SMS server is deployed to run 24x7x365 to send out SMS for new job cases. Engineers are expected to reply SMS to acknowledge and failing so, an escalated SMS will be sent out.With an average monthly volume of 5,000 SMS load balancing on a array of 4 GSM modems, the reliable and high availability SMS solution helps our client to meet the stringent SLA.
Check out | | SMS Reporting As business starts to outsource call centre, there is an absence of the real time feel of the call statistics. Daily reports though provided by the service provider are at least one day late. Moreover these reports are delivered through email which are not accessible by mobile customers of the service provider. SMS reporting is a complimentary and value add service where call centre service providers can provide to existing and new clients. It can be setup to run on pre-defined intervals or info-on-demand mode where authorised mobile users can send SMS to query for latest call statistics. SMS reporting is easily to deploy and configure and works with major call centre solutions like Nortel Symposium, etc. A typical SMS report looks:
--- IBNHelpDesk ---
Date: 26-Feb-05
Total calls: 245
Abandon: 10
Voice mail: 5
Abandon Rate: 0.5% | | Options | Back |
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| | Customer Satisfaction Index Customer service is vital component of a successful and sustainable business. Measuring customer satisfaction index (CSI) is very important especially in Call Centre solutions. CSI is well becoming to be the next Key Performance Index (KPI) in measuring the performance of call centre. With our solution, callers will receive SMS to rate their experience of the last call. As the SMS are sent to them within minutes after they ended the conversation, they are able to rate the call more accurately than other surveys which are usually conducted days after.
| | Call Back (Toll Free) Call back is a useful service for many customers (callers). It relieves the callers from putting on hold. By offering call back service, the call centre (client) indirectly offers Toll free service as most mobile and fix line operators do not charge incoming calls. All SMS are forwared to a predefined email address or place on an intranet web site for operators to view the numbers.
Check out | | | | Broadcast SMS broadcast allows the call centre to : - Send mass notifications in a short time
- Send out marketing messages and require the customer to call back to take up offer
- Send out season greetings or birthday wishes to customers
Check out | | | | Successful Integration Past successful integration with the following products for Call Centre Solutions: |
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