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Tuesday, 17 January 2017

Are you able to manage your distributed service center?


Whether you are a chain of diagnostic centers, restaurants, travel consultants, auto dealers or in any other industry having service centers spread across Geographies, you might have the following queries -  
  • Are all the executives handling the calls/chats as per the given instructions
  • Are they adhering to SLAs?
  • Can I monitor all center’s performance?
  • What can be done to further improve customer service and enhance customer experience

All the above queries can be addressed by adopting a Cloud contact center solution which can enable a single centralized view of all operations.

Let see how an international healthcare diagnostic service provider having 170 laboratories and nearly 1500 collection centers revamped their customer service by adopting our Cloud communications platform.

Solution offered
  • Every center has a published number.
  • IVR is linked with all the local center’s numbers
  • Customer calling from a particular circle would be prompted to the IVR defined for that circle.
  • Incoming calls can be taken on mobile phones or landline
  • Standard customer enquiries are resolved at the IVR itself -report status, center address details
  • For after-office hours a specific IVR will be played
  • In case of long waiting time, customers can request for a preferred callback time.
  • Contact center is integrated with the CRM and all customer interactions are saved in the CRM
  •  Contact center is integrated with the CRM and all customer interactions are saved in the CRM

Impact
  • All calls can be monitored and tracked from a centralized location.
  • Not a single customer enquiry is missed
  • Standard enquiries are automated - 24/7
  • Even the incoming calls on mobile and landline can be tracked and monitored
  • Detailed view is now available about every collection center and diagnostic center.
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To know more on how to setup such solutions, visit us at ozonetel.com or just sign up     
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1 comment :

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