VoIP used in call center system

Many enterprises use the call center system is to better provide customers with telephone hotline service, customer satisfaction and loyalty. Customer service call center system and marketing call center system are different in nature and need different functions.

So, what functions should enterprises pay attention to when choosing customer service call center system?

1. IVR automatic voice navigation

Through the interactive response service of customer service call center system, users can easily select their own business through voice navigation after calling, so as to get 24-hour service. Enterprises can record the multi-level IVR voice auto response process according to their own business needs, or transfer the customers to different service groups or even different units or departments according to their needs.

2. ACD automatic traffic assignment

Customer service call center system implements automatic traffic assignment for customers' calls, and the system will calculate the agent with the least traffic in a certain way to transfer (or priority transfer or sequential transfer). If all the agents are in the call, the system will automatically play music and generate an online waiting queue. When no one answers, the system will automatically transfer IVR voice response or voice mail.

3. Call screen

When the customer calls, the system will pop up the customer information on the computer screen of the customer service staff. Customer service can quickly record customer's basic information and service content. This function and customer relationship management function work together.


4. Recording function

The call center system supports call recording for the incoming calls. The manager can set the recording range and time period according to the specific situation, and set no recording for some calls and some personnel. Recording files can be played, downloaded and backed up at any time. Recording files can also be converted to word processing for intelligent quality inspection.

5. Work order management

When the customer service staff can't answer the user's questions on the spot, or the user's questions need to be submitted to the corresponding department for processing, the customer service staff can create a work order in the call center system and assign it to the relevant person in charge. Enterprises can also set up work order allocation rules and flow procedures in advance.

6. Knowledge base

Knowledge base can improve the work efficiency of customer service staff. When users ask questions, customer service staff can search in the knowledge base to find standard answers and scripts to answer. And through the establishment of knowledge base, enterprises also save a certain amount of training costs, whether new employees or old employees can easily obtain information about products and services from the knowledge base.

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