Call Center
One of the most important places, where the customer relations management philosophy materializes into CRM, namely Customer Relationship Management. Here meet marketing, sales, and Customer service processes. One of the key aims of the Wola Info CRM strategy is to build professional Call Contact Centers, which optimize business processes for CRM solutions. The fact, that the contact between the company and the Customer is somehow intermediate; therefore the fluency of information exchange is the foundation of communication. Therefore, big pressure, in the Contact Center environment, is put on reliability of the infrastructure, direct access to business processes realized by the CRM system (so called – universal agent’s desktop) and on the adequate IT base, which enhances the activity effectiveness.
Well organized Call Contact Center is the key company’s organization unit, which effectively realizes marketing, sales and full service processes. It incorporates voice, fax, e-mail and sms communication as well as the traditional correspondence. Call Center is one of the few tools enabling optimization of amounts, qualities, time and business costs. It is a supplement of internet portal, because it enables keeping the contact between people and determines the long-lasting relation between the company and the Client. Contrary to the meeting in a branch or office, it does not create a time and space barrier and is always available.
Owing to the adequate balance of personnel motivation, business processes elasticity and the reliability of the technological solution, modern Call Center should be ready for immediate realization of new company needs. Modern Call Center environments enable servicing different types of entries directed from/to Clients or workers staying outside the company.
Within the offer you can find:
Contact Center – Automatic Call Distribution
- queue handling, traffic distribution and case assignment
- agent profile and skills management
Contact Center – IVR
- Interactive response systems, following scenarios best fitting your process profile (ERP/CRM) with use of VoiceXML standards
- ASR (Automatic Speech Recognition), TTS (Text to Speech)
Contact Center – Workforce Optimization
- Review and Evaluation, Digital Record Capture and Archiving
- Consultant Training - Witness eLearning
- Workforce Management, Work Schedule, Strategic Forecasting
Contact Center – Integration and Business Consulting