CRM for the customer service department (Call-Center)

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With the help of the program, you will be able to organize the work of CallCenter employees who process customer requests from various sources:

• forms on websites and landing pages;
• telephone calls;
• email;
• telegram chats;
• facebook messenger;
• instagram;
• viber.

It is possible to connect IP telephony to receive incoming calls, make weekends. At the same time, there is a flexible setting of pop-up windows, fixing the saving of conversation records with access from OneBox.

At each stage, actions are configured to automate the work of employees. Once granted access to the system, they will be able to process requests from the office or remotely.

While handling requests, employees perform a series of simple actions that can be monitored in real-time with graphs and statistics on the Dashboard.

How it works:

• Received a request from the client from the configured source.
• Taken to work, we call and identify the person who makes the decision (LPR).
• There is a ready-made script for processing traffic, and it can be customized to the specifics of your business or the tasks you set for the CallCenter department.
• There can be individual scripts and packages of automatic responses for each task.

Next, we process the request according to the algorithm:

• make an LPR proposal;
• transfer the contact to the sales department;
• cancel task;
• call the contact several times if he does not answer;
• independently prepare a proposal if authorized;
• mark as a duplicate request;
• transfer to Refusal, select the reason for refusal from the list.

There are several final stages, depending on the direction of the dialogue that took place.

If for any reason we could not start the task, it will be executed automatically. In this case, it will always end with sending the client a series of letters that we will customize.

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