Zhejiang Medou Communication Technology Co., Ltd.

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Call Center Solution

With the development of the Internet economy, most SMEs have started to establish a call center system for the centralized processing of services related to existing services such as consulting, complaints, after-sales, order processing, outbound marketing, and customer care. This not only greatly improves service quality and efficiency, increases customer satisfaction, but also reduces operating costs while increasing revenue. At the same time, the 24/7 service of the call center has become an important window for foreign contacts and it is also for customers. An important bridge between communication.

With the increasing number of entrepreneurial companies, call center function requirements are becoming more and more abundant. For example: 1.7*24 hours service 2. Address customer complaints in a targeted manner to improve service quality 3. Fast automatic reply to common consultation questions 4. Telephone consultation According to customer needs targeted services 5. Real-time customer service monitoring to ensure service quality 6. The work order process is processed in a timely manner, tracking progress and many more…..

Program Composition:

1, call center machine equipment 2. Call center seat system 3, artificial seats In terms of technology, the voice service of the Mingdao call center integrated machine solution is accessed through the analog phone line of the telecommunication operator, and data services are transmitted through the Internet using the TCP/IP protocol, which solves the need for large amounts of data transmission in the call center.

Typical Application:

The program uses full WEB interface management and maintenance, system configuration, rights allocation, function allocation, seat management, voice menu adjustment, system backup and recovery, system upgrades, report viewing, customer data management and play screen through the WEB browser interface achieve.

Product Features

➤ IVR voice navigation

Freedom to customize unlimited levels of welcome words, can be changed at any time according to business needs. Different IVR voice menus are set on/off and on weekdays/holidays. For the caller number, develop a special IVR process. Voice navigation and order management, membership management combined. ➤ Squad leader function Monitor, intercept, intensify, demolitions. Forced checkouts, forced busies, forced busiests. Set up and manage the authority of the personnel in your team. ➤ Seat function Incoming, outgoing, grab, transfer. Show busy, show idle, check in, check out. Three-way calling, recording inquiries. Customer data entry and query functions. Agent permissions settings, multi-level rights management.

➤ Call to play screen
The system automatically pops up corresponding customer data, history records, and call recordings based on the caller number. Supports multiple phone numbers for customers. Any incoming call can be automatically identified. Ping screen supports hiding or displaying customer phone numbers. The screen content can be selected. You can choose to pop up customer data or work order data or other.
➤ Satisfaction survey

Supports automatic satisfaction surveys and manual satisfaction surveys. Satisfaction survey inquiry.

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Related Products

MIC Series Medium Call Center

➤ Record and search

All recordings and partial recordings can be set. Can set the recording file compression format, compression ratio. You can set recording permission. Call records subtotal, agent traffic statistics analysis. Fuzzy query, custom multi-condition call records. ➤ ACD automatic traffic distribution Attendants automatically allocate ACDs for automatic traffic. Call forwarding or round-robin transfer. The incoming call goes to the filtered blacklist. Supports packet mode, where one group can be accessed by one or more agents. When no one answered, he was transferred to the designated seat and he was transferred to the designated seat. Customer calls are queued for music to play. Call transfer: No one answers or busy automatically leaves a message or switches to a mobile phone. Automatically switch to mobile phones or round-robin mobile phones on holidays or after work. Different IVR for different outsiders, ACD strategy. Regional transfer: Automatic transfer of different seats by customers in different regions. ➤ Outbound call management Prohibit or allow designated agent outbound calls. Manually call out through the telephone. Click the phone number after the mouse to automatically call. Use external lines in outbound order or round robin. Outbound routing: Different agents and agents use different external calls. Outbound routing: Outbound or incoming calls use different lines and can also be used together. Supports IP telephony. Supports the click of the customer's phone number, automatically determines if it is long-distance, whether it needs to add an IP card number.

➤ Schedule

Schedule reminders and assignments, single or periodic reminder settings Customer follow-up plan transferred to schedule reminder ➤ Customer Management Completely customize customer information and adjust the display of customer information. Users who support different roles see different customer information. Supports screening of customers' phone numbers and protection of company resources. Support fuzzy query, custom multi-condition query. ➤ Customer complaints Complaint information is customized. Complaint handling designated handler processing. The complaint is set to schedule reminder. ➤ Sales Order Product classification, product management. Add, delete customer orders. The call screen shows the customer's order information. Order status setting, management.

➤ SMS

Supports single and group SMS. Support SMS template. Supports clicking on the customer's phone number to send text messages. ➤ Statistical Report Daily traffic report/weekly report/monthly report. Satisfaction report. Customer statistics analysis. ➤ Call Performance Analysis Call rate / call rate / busy rate / call loss analysis / IVR key statistics. ➤ Security Control Functional operation permission control. Data access control. ➤ Real-time monitoring Operators operate log records. Monitor line and agent login status in real time. Call waiting queue monitoring.

➤ Rights Management

Seat rights management. Custom field management. The different permissions of different roles are set, and the accuracy of the permissions is accurate to the field level. Page layout settings. ➤ Automatic call Supports bulk import of customer data book systems via excel or txt text formats. Edit the setup call plan, after the call is answered to the seat/after the call is connected. Auto-discharge the voice and other invalid numbers such as auto-filtering air spaces. Group outbound calls, each group can be set up outside the number of calls and outbound routes, designated to answer the seats. Only the outbound successful calls are allocated to free seats and not assigned to busy or out of seats. Set the ratio of seats to outside lines to automatically maintain the balance between the number of outbound calls and the number of landed seats. Make repeated calls to the specified number. The specified time automatically starts the service and shuts down the service.