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Call Center Solution :
Small and medium-sized contact centers have the same requirements to satisfy customers as larger centers, but not necessarily the resources to invest in and manage complex contact center solutions. Our contact center solution is a scalable contact center solution that offers high-end functionality at an affordable price.
Our contact center solution dynamically reacts to caller demands and organizes incoming calls based on parameters that you set. Whether they arrive by telephone, email or the web, you can manage and report on these media types in a single centralized environment. Using its sophisticated CTI based routing features; callers can be directed to the right agent every time.
During peak traffic periods, Our contact center solution greets callers with customized announcements, advising them of their position-in-queue or the estimated time to answer. When waiting times are prolonged, callers are given the option of leaving a Callback message, which maintains its position in the queue and is delivered to an agent as if the caller was still on the line.
Our contact center solution is fully modular, allowing you to select the components you need to best meet your operational and budgetary requirements while giving you the flexibility to add more functionality in the future.
Call Center Features :
- Agent Login/Log-Out : Even though a Call Center Supervisor has assigned a particular agent the appropriate Skill(s), that agent will not be fully prepared to receive calls until they have "Logged-in" on a telephone set. The login process can be initiated through the use of a button or a code and is completed by entering a 5-digit login ID and password. The log-out process can also be initiated through the use of a button or code.
- Add a Skill to an Agent : Although the agents of any particular Call Center must be included in the original programming of the Call Center, the supervisor must ensure that each agent has been assigned an appropriate "Skill" designation. The skill addition process can be initiated through the use of a button or a code.
- Remove a Skill from an Agent : If the supervisor wants to remove an agent from the Call Center, he/she can do so by removing the appropriate "Skill" from that agent. The deactivation process can be initiated through the use of a button or a code.
- Observe an Agent : In order to evaluate the quality of service that any particular agent is providing, the supervisor can monitor that agentÍs interaction with callers. The observation process can be initiated through the use of a button or a code.
- Verify the Busy Announcement : Because the initial announcement that callers hear when placed in the waiting queue is personalized to each Call Center, the supervisor will want to be able to listen to and verify the accuracy of the announcement. This function allows him/her to do so without actually having to enter the waiting queue. The verification process can be initiated by dialing the 5-digit Announcement Code.
- Remove/Return Call Center to Service : In order to accommodate non-standard Call Center Closures for holidays, meetings, emergencies, the supervisor must be able to remove the Call Center from and return it to service. This function is accomplished by adding a special "Closure" skill to their own agent profile.
- Review Call Center Data : Agents can review real-time data about the status of their queue and the quality of service that they and their fellow Skill members are providing.
Why ThaiTelephone.com Call Center Service ?
- Unparalleled control at your fingertips :
adjust call patterns, set skills-based routing profiles, assign agents
to multiple queues and apply these parameters based on time of day and
day of week.
- Improve Customer Service :
your best customers can have automatic priority status applied to their
calls or they can be directed to the agent who last talked to them.
- Lower call abandonment rates :
keeping callers informed significantly reduces the number of abandoned
calls. When waiting times are prolonged, callers are given the option
of leaving a Callback message, which maintains its position in the
queue and is delivered to an agent as if the caller was still on the
line.
- Reduce call-handling times :
by delivering calls to the most appropriately skilled agent and then
screenpopping caller details to the agents PC - before they answer the
call.
Professional Service to Support All Your Needs
Engineering Service & Problem Solving :
With long experience and devotion in providing services, ThaiTelephone.com have developed our competencies in all areas plus satellite communication for areas outside the LAN Line territory to be able to satisfy all needs of customers from all areas. Engineering Service Team regularly monitors and checks the system to quickly solve any problem arise through the system, Network Monitoring.
One Stop Service :
Analyzing customer needs and giving advice in branch connection, Oversea call, Call Center Service & CRM Solution by checking the service purposes in order to select the suitable service operator in different purposes.
Highest Data Security :
Supreme standards of data communication through VoIP Network using the technology VPN facilitating safe business data transfer.
Increase Network Efficiency & Productivity :
Highest utilization of the network with plenty of services e.g. IP Application, VoIP, CRM, Call Center etc.
Professional Support & Service :
Key Account Service Full range of service from Key Account Service Team who have completed the trainings on the coordination and problem-solving capabilities. This team takes care of the system for 24 hours.
Now
we're determined to provide you the best service for clearing all
questions. In addition, we gladly welcome your comments, suggestions
or questions you may have. You can expect to get the response
via e-mail or phone within 24 hrs. (business hours during 8:30am - 5:30pm.) This facilitates
a better response time not only for you but all of our customers.
Please bring it to our attention and we will look into the
matter immediately. Our goal is to provide the best service
possible. And please send us a message in the space provided
below.
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