Identifying the goal:
Initially, the work of managers was organized with the help of ATE. The process of calling to large potential client bases of the factory was very slow because of the numbers being dialed manually. Also, supervision of managers’ work and the percentage of tasks accomplished was problematic. In addition, no routing between the subsidiaries was configured. The situation called for creating IVR scripts which would allow routing inbound calls to the corresponding departments and subsidiaries.
The client needed:
Having no specialists who could choose the equipment and configure software, the management of this factory decided to address our company with the request for a turnkey call centre.
Solving the problem:
A project manager assigned to the customer gave clear guidance on server and telecommunication equipment, and planned the implementation of VoIPTime Contact Center software solution. Our specialists not only installed and configured solution on the customer’s side, but also configured dynamic call routing, and created a complex IVR script on their own based on customer needs.
Now working process at the factory is organised in the following way – factory employees log in the program, take inbound calls, and give advice to potential clients. With VoIPTime Contact Center solution, sales department is able to initiate outbound calls with the intention of offering partnership. The program automatically dials numbers at certain intervals to prevent queueing or operator idle time which contributes to noticeable time savings. Internal calls enable communication between subsidiaries of the factory.
The top manager can see all the statistics on calls, control the performance of every sales manager in real time, and review the time spent conversing with the caller. The opportunity to intervene in the conversation and listen to the recorded conversations is particularly helpful when handing customer’s complaints.
We have been engaged in fruitful collaboration with the factory for 4 years providing its employees with full technical support. All requests for telephony or software solution readjustment are promptly carried out.