The Analysis

Helps us here specialized solutions for organizations of Call-centers. In their composition, as usually includes telecommunications equipment and software. However, in practice not always sufficient to establish and run a Call-center. Not uncommon for the introduction of Call-centers does not improve the situation. As we can see, the problem begins to develop in two directions.

On the one hand requires a technical tool, but on the other side – the business process. Thus, the tasks are clear, and decide they should be consistent. First of all, it is necessary analyze the work of staff with customers and identify bottlenecks. The most common problem is the lack of any statistical information about calls, which complicates the analysis of the situation. This is followed by chaotic "festivities" of calls through the maze of companies from one employee to another with dead-end situations where someone is either busy or no on the spot. On top of the problem still remains unresolved, and by customers and employees, we hear conflicting Explanation. Management of the company at this stage it is necessary to exert maximum efforts will depend on requirements imposed by the functional Call-center capabilities. As we understand it – lack of capacity does not allow us to fully control the situation and the possibility of excessive lead the device to flow cash. The best option selection decisions will be required from a functional and upgradeable to the conservation investment. The features and destination Today's market offers a wide selection, let's define the most common functional and its purpose.

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