The basis of modern contact centers is the outsourcing of customer communication. But this is only the first step in outsourcing business processes.
Contact centers can be the core around which outsourcing of any complexity is consolidated — but you have to be good at handling multi-level processes.
The agent accepts the request. Can he or she solve this request immediately? If yes, then great. If not, he or she creates a ticket. The ticket is processed according to the defined business processes, the feedback to the customer is scheduled for the selected channel and carried out automatically.
◆ Fulfilling requests received by customer service from retail suppliers or service companies.
◆ Emergency services.
◆ Secretarial services.
◆ and much more.
All these services can be combined in one contact center without having to increase the number of agents.
◆ Management of request distribution processes.
◆ Competence management.
◆ Access management.
◆ Automatic setup of IVR and organization of agents’ workspaces.
◆ Creation of comprehensive reports, including ready-made standard reports.
◆ Analysis of contact center activities according to common metrics.
◆ Quality control.
◆ Control over the scope of services provided.
◆ Processing of customer inquiries in a uniform interface; these inquiries can be received in the contact center via various channels (voice or text).
◆ Working with tickets in the helpdesk system.
◆ Integration with the previously used management system for multi-stage processes.
◆ Integration with BI and CRM.
◆ SoftBCom CC and SoftBCom Service Desk (installed in a private cloud or on-premise) are used as systems for omni-channel customer communication and as a helpdesk system respectively; both have the necessary integration mechanisms and compatible interfaces.
◆ An integrated universal agent GUI; it can be used in a variety of customer service projects that require multi-level processing.
◆ When accepting the request, the agent works with the softphone functionality of SoftBCom CC. This includes accepting calls and messages via digital channels as well as scripts. The ticket is created and further processed according to the rules of the helpdesk, but can be accessed in the same agent interface.
◆ In the integrated processing system for customer inquiries, all new communications via any channel that are related to a specific inquiry are automatically included in the context of this inquiry, which can significantly increase processing efficiency.
◆ Agents working in first-level support can transfer the current call together with the context (including the ticket content) to second-level support (or an expert).
◆ Outgoing messages to the customer are created automatically via the digital channels or semi-automatically by the agent.
◆ Our customers have not reduced their service during the pandemic, but have actually increased it significantly.
◆ Agents can be deployed efficiently for several projects without lengthy retraining and their productivity can be increased.
◆ A system is implemented that enables monitoring of service quality.
◆ The company can now expand the range of services it offers and increase the number of projects without losing service quality.
