finished with this analysis substantiate why it is important that the contact center is part of your marketing strategy or customer service, today's topic is basically to give some examples of applications of a contact center in different industries.
ADVANTAGES OF TELEMARKETING :
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Call Center presents itself as your company.
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Spread the purpose of the call without delay.
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defects are eliminated that their employees have been able to acquire over time.
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Called on the dates and times most suitable.
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to be reached anywhere, with smaller cost than traditional sales.
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as modern tool is impacted.
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in the act is known the result of management.
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It improves the image of your company
is not correct to think that call centers are limited to large companies where a swarm of phone runs around the phone. On the contrary, any organization of two or more persons who devote themselves to either call processing inbound or outbound is for all practical purposes, a call center.
is when the quality of service and staff productivity will depend strictly in the technologies used. However, following the call-processing model that can define the CTI (Computer Telephony Integration) and identify relevant technologies that support them.
The challenge is to achieve more advanced functions of the call center, otherwise conveyed via CTI-Link connections, phone systems that do not or when the system size is not warranted.
Manager for VOX ACD (Automatic Call Distribution) is the interface through which administers the work of staff, callers and queues. Is the main tool administrative resolution of Call Centers.
Current Status of the Call Center.
Services Offered by the Call Center.
HEALTH SECTOR Information.
Through Audio-Response system is easy: Takes
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prescriptions. Check
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orders.
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supply personalized information and / or fax (dosage, costs, number of missing service processing, generic substitutes for renowned brands, insurance, possible side effects and advice).
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Payments (pay subscriptions via credit card over the phone).
Frequently Asked Questions and concerns:
Patients can first call the system to address their concerns, with the option of communicating directly with a professional if you have additional questions.
Insurance Concerns:
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Providing information and telephone / fax independent individuals or members of groups with the kinds of discoveries, payments, benefits and / or discounts.
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Request for information (data updating, location of the user).
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Users can also use the system to report complaints and / or continue with a prior claim, as well as making suggestions.
Appointment Scheduling:
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schedule appointments (new, confirmations and cancellations).
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Monitoring (recall through call or fax, on schedule).
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Waiting lists (on Request an appointment can be anticipated as the availability of the agenda).
staff assignments:
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Staff can call the Audio-Response System, for scheduling the following week (or a longer period).
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Requests for time off can be pursued through the system. Also, employees who want additional days can pass messages directly to the mailboxes of people who can be replaced.
Inventory Control:
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The system can automatically keep track of what goes in and out and can make a list of materials needed.
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Through this service you can have a fax order system, itself based on particular items, with the option of adding another at any time. Is an effective way to order only items needed.
Laboratory results:
Patients receive a confidential review and identification number. When you call and the test was negative, the system responds with a prerecorded message, if the result is positive, it will automatically connect you to a doctor or nurse who can explain the peculiarities of the test and the results personally.
FINANCIAL SECTOR
Collection:
Administration of extra-judicial debt portfolio can be done from a contact center with spectacular results for the client .
Transfers:
transfer funds from one account to another (from current to savings for example): The customer enters the amount to be transferred and the numbers of both accounts (and the key in most cases) in this way the funds are transferred from one account to another.
Transfers twist:
Users can transfer funds into the system simply scanning the account numbers and routing them. Location
branches / ATMs:
The office addresses can be sent by fax if the user chooses the option to fax on demand.
credit card information:
New users can receive information about recently received a card and ask for their rights to it. Those who are older cardholders can receive detailed information about new services, balances, payment addresses to send payments, interest rate and currency conversion.
Online Bill Payment:
manage users with their banks or corporations to pay by deduction from your checking or savings accounts. They communicate with the system and enter the account that will pay (credit card, services, etc..) And then enter the account from which they will make the payment and personal password or code. Payment is automatically applied to the specific account.
Transaction information:
Anyone can call a Audio-Response System to meet any aspect of your accounts: Balance, checks in exchange, among others. You can also obtain information on transfers of funds, orders checks / deposits, withdrawals and card information (order an additional card, change the password, etc.).
loan applications:
The user can call a system Audio-Response curious about the loan options available and requirements for access. Can obtain a fax about the options or select directly one of the loan. Those with loans, you can check the status of these (payment information, balance, debt, etc.).
Mortgage Information:
In Audio-Response can be determined by the new mortgage options: Entering information on your annual salary and your credit history, the system informs the user what types of mortgage are eligible and what is the price range of housing belonging to that category. The system can also make contributions to the most competitive interest rates on the market.
Reports lost cards:
A Audio-Response system is used to report a lost card and immediately freeze the account. This ensures that nobody can use a stolen card, while the cardholder does report it to the financial institution. The system on what to do to get a new card and what to do if found. Verification
new credit cards:
For new cardholders, the system can provide the activation of the card through the entry of information confidential to ensure that the card has been received by the right person .
Address changes:
Users enter the information from its previous location and subsequently in its new location, which is immediately updated in the system. Orders
checkbooks:
The user enters the account number, address, telephone number you should start new checks, etc. Checkbooks, payable by credit card and payment information is verified before the end of the call.
Tax Information:
users must pay any taxes can get the forms via fax or accurate information of the amount payable.
exchange rates of foreign currencies:
Investors / Travelers can call the Audio-Response system for most exchange rates of foreign currencies, as most market interest rates.
Polls:
The system can be deployed to conduct opinion polls during the year and yield results much faster than a hand count of ballots or hand-drawn format. May conduct surveys of users, the results are calculated by simply pressing a button.
Reminders:
The system can be used as a reminder to give notice to users that is about to expire the payment of any credit or similar obligations.
GOVERNMENT SECTOR Government / Foreign Affairs:
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Administration Calls / Faxes.
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Applications Status: Migration, Work Permits, Passports, Licenses Construction.
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Office Locations and schedules. Polls
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Taxes:
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Dissemination of Information.
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Calculation / Return. Dating
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Welfare Services:
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Intelligent Call Routing / Faxes.
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Services Selection.
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messages.
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Benefits Information / Rights.
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Unemployment / Housing / Child Welfare.
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Job Opportunities.
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Dissemination
Vehicles:
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License Renewal / Permits / Records / Quote
TELECOMMUNICATIONS SECTOR
Customer Service:
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balance inquiries.
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Purchase by phone.
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Switching the service.
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Voice Message Delivery. Payment
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Report faults:
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Reports.
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Status reports.
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automatic line test.
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Routing calls to a service center.
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Notification service activities
Fax Service:
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Saving and sending faxes.
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mass distribution of faxes.
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Fax Mail
Network services and operates:
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Automated Collect calls. Prepaid
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.
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Limited consultation services.
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call routing and authorization lists.
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Radiolocation.
-AIRLINE TRANSPORT SECTOR
Account Information Frequent Flyer:
Frequent travelers can sign up to link to a program through an Audio-Response System. So they have access to information about your account 24 hours a day. Can monitor the number of miles earned and the options available for those miles. In addition to obtaining information Reservations can be made based on your choices or obtain, via fax or email, information about certain programs available according to your mileage.
Corporate Discount Programs:
An Audio-Response System can list phone, fax or email, information about corporate discount rates and how to join them. The system can also promote special events or new programs available.
Sell Tickets:
Users can order tickets without having to contact an airline representative. They can also look at flight options based on your city or department, city of arrival and departure date. They have the option of purchasing tickets to a "flight plan" and if they decide to order the tickets must enter information relative to forward them. With an electronic ticketing option users can have a personal identification number, which will present the ticket dispenser when available to take your flight. He just has to show a photo ID and everything will be completely ready.
Flight Schedule:
An Audio-Response System can list flight schedules for
certain days / times / areas as well as price and booking options. Users have the option of being transferred to another system to make your reservation. Programming
Crew:
The flight crew will not have to worry about if your schedule has been copied successfully. You can contact the Audio-Response System, enter your personal identification number and get your schedule next week or a longer period of time. Requests for time off can be made through the system. Employees who are seeking overtime can leave a message in the mailboxes of those who are qualified to replace. Classifieds
Price or Special Rates:
These announcements and special discounts can be sent to mailboxes, fax or email, all those with frequent flyer account and / or corporate account. These ads may also be the beginning or anywhere else in the Audio menu-Response.
Delays Information:
Users can communicate to monitor flight delays and leave a voicemail message for the system call, fax or email when the problem has been corrected.
HOTEL SECTOR
Rates, Occupancy Rates, Service
A system Audio-Response can be used to give to their guests, the employment rate, local information and location services, fax on demand or via email.
Reservations:
By using this service ensures that you never sell more rooms which are available. The system will make reservations by phone, based on information entered by the user, to accommodate your needs.
Alarm:
An Audio-Response System can perform all wake-up calls to guests without staff assistance. If you want a call to wake up, the user enters the system and choose the alarm, enter the time and the system automatically calls the room at the specified time.
additional television channels:
Additional channels can be ordered through an audio-response system, so as not to restrict their guests to local television channels.
Room service:
Guests can use the system to order room service. They set the Audio-Response and select from a menu option required service.
Mailbox Voice for guests and employees:
For business travelers the mail system helps them stay connected, no matter how far away they are.
mailbox users have the ability to forward messages in your mailbox to leave a message with your cell phone number and never out of reach. The voice message can be transcribed into a copy by fax, which could be sent directly to the main office (leaving a voicemail message about the site where you can pick up the fax).
Times and schedules:
Employees can call the system to get their schedules / timetables work. Those who want overtime or change their schedules, may issue a personal message to the mailbox of all qualified employees.
Local maps:
Even before departure, by Audio-Response system, travelers can get maps of their destination via fax / email. They can have all your vacation plans ready to go when they arrive at their destination.
Other Services:
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Promotions.
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Events .
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Local Services.
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Hours.
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credit card payment.
Information:
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Tourist Sites.
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Cultural Events.
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Restaurants.
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Hotels.
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Hospitals.
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Emergency Services.
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Address and Phone Embassies and Consulates.
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answers to typical questions.
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Tourist Helpline
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