CallWay Contact Center is one of the best platforms on the Ukrainian market for the organization of effective contact centers. This is a progressive Ukrainian development that allows you to create solutions taking into account the specifics of your business processes.
CallWay Contact Center is highly reliable and flexible. It has a user-friendly interface—an effective tool for "smart" processing of a large number of calls.
The use of the CallWay Contact Center complex allows:
- Speed up the request processing time by using headsets and automatically entering the customer's phone number in the new order window;
- Reduce the cost of calls to mobile numbers by using GSM gateways and calls "along the path of the lowest cost";
- Reduce the number of operators/dispatchers by reducing the time of order processing, auto-information, and automation of repeated calls from other software;
- Eliminate busy telephone lines and the possibility of missed calls, due to intelligent routing and queues of callers;
- Monitor the contact center's work by keeping statistics of all calls and the possibility of listening to them. Calls are stored for as long as it is required, and reports can be obtained based on statistics.;
- To provide customers with "callback" services, automatic conference with a courier/driver, calculation of the connection waiting time, automatic notification of the order status and others.
- Serve VIP clients first of all, and block unwanted calls ("blacklist");
- Analyze the load of the contact center and easily add new operators by simply connecting them to the control room via the Internet.
How does it work?
It's straightforward. The telephone lines are connected to the CallWay Contact Center Server. The server can be either in the company's office or remotely. Working computers of users with a headset or telephone sets (regular phones or IP phones) are connected to the server via a local network. The system is ready to work.
General description
Callway Client is an application that allows you to use all modern communication channels with the client as efficiently as possible: phone, SMS, e-mail, online chat. This application closely integrates the telephone system with the CRM system, providing quick access to customer information.
To start working with the application, you need to go through the authorization procedure.
Login form
To successfully complete the authorization procedure, you need to fill in the required fields: "Login" and "Password" and click "Log in".
- Login field
- Password field
- Checkbox, which allows you to "Remember the password", eliminates the need to enter the password at the next login.
- A checkbox allows you to skip the authorization procedure the next time the application is launched.
- Editing server connection settings.
Softphone
A softphone used in conjunction with headsets as subscriber equipment. Designed to optimize the processing of incoming and outgoing phone calls, it also allows you to send Sms messages.
- Open the function menu.
- Field for entering a number (For more information: Working with calls)
- Display a window on top of all windows
- Operators tab(List of existing operators)
- Contacts tab(List of existing contacts)
- History tab(History of calls and Sms sent)
- Chat tab(New, active and completed chat sessions are displayed)
- Status change (Manually, you can put down only the statuses "Free" and "Not ready", the rest are put down by the system automatically)
- Microphone sensitivity control of the active audio device
- Volume control of the speakers of the active audio device
- The reason for the status "Not ready" (example: "Break" or "Lunch")
- Operator's full name
Goals and objectives of a typical project
- Organization of a Contact Center for processing incoming and outgoing calls
- Creating a single entry point for all customer requests of the Company
- Ensuring the quality and efficiency of call processing, regardless of the way customers contact the Contact Center
- Setting up tools for collecting statistics and storing conversation records
- Obtaining analytical information about the work of the Contact Center in order to improve the manageability of the Contact Center and other divisions of the Company
Figure 1. The structure of building a Contact Center based on the CallWay Contact Center
Tasks that CallWay Contact Center solves
Improving work efficiency
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Automatic identification of the client |
Integration with external systems (CRM, ERP, CMS, database, etc.) to display the client card when an incoming call is received Displaying the history of the relationship with the client: requests, purchases, outgoing campaigns for the client, etc. |
|
Prompt processing of requests |
The possibility of automatic prompt connection with the client after making a request on the website or in the voice menu |
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Work control |
Registration of all incoming and outgoing calls Real-time monitoring of operation with the ability to listen and intercept a call Tools for detailed analysis of call statistics for any time period (hour, day, week, month) Access to recordings of all telephone conversations |
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Organization of a comfortable workplace |
User-friendly interface for managing the operations of dialing, receiving an incoming call, holding or transferring a call to another number The ability to use the headset to free your hands and process information faster Creating a single interface for working with clients and calls Dialing a phone number in one click Automatic selection of the optimal channel for making a call The speed of dialing due to the formation of a list of the last dialed numbers, the last calls received |
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Automation of routine operations |
Conducting outgoing campaigns to inform customers using the interactive speech interaction system IVR Providing the client with automatic information about current discounts and promotions using the static IVR menu Providing information about the current balance of the client, the amount of debt, etc. using the dynamic IVR menu |
Saving regular costs
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Cost reduction for connection |
Analysis of the intensity of telephone traffic in order to select the optimal communication channels Automatic selection of the channel for the call on the principle of the lowest cost Support for all types of communication channels |
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Free calls between branches |
Consolidation of geographically disparate offices of the company into a single telephone space Support for a standard internal number plan Sending calls between offices via IP channels to ensure free telephone conversations The possibility of using communication channels of another office to minimize the cost of calls |
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Remote workplace support |
The ability to configure a remote workplace with support for all the functions necessary for working with calls |
Improving the effectiveness of advertising influences
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Control of advertising channels |
The ability to assign a separate phone number to each advertising channel Number substitution depending on the source of the transition to the company's website Analysis of call statistics for each number in order to determine the most effective advertising channel Integration with Google Analytics for the complete analysis of advertising campaigns |
Customer-oriented approach
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Automatic identification of the client |
Greeting in the client's language Addressing the client by name The ability to quickly respond to a client's question by displaying the history of requests |
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IVR Menu |
The possibility for the client to select the necessary department in the IVR menu for a direct connection without communication with the secretary Playback of previously recorded information about new promotions and services to the client |
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Intelligent call routing |
Announcing to the client the position of his call in the waiting queue The ability to direct an incoming call directly to the initiator if he previously made an unsuccessful attempt to dial this number Sending a call to the answering machine or the IVR menu after business hours Connecting the client directly with the responsible manager using information from the accounting system Increasing the priority of service for VIP clients |
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Customer callback |
Possibility to order a callback via the IVR menu Automatic call from the website to the phone number entered by the client |
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Customer Satisfaction Survey |
Automatic call to the customer's number to conduct a survey of satisfaction with the quality of service Offer to the client to evaluate the quality of service immediately after the conversation. |
Control of the work of employees
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Recording all calls |
Keeping a record of all incoming and outgoing calls A quick search for the desired conversation recording |
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Statistics and monitoring |
Registration of all incoming and outbound calls User-friendly interface for displaying call statistics with the ability to search by phone number The ability to listen to conversations in real time Displaying information about the number of incoming calls in real time |
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Set of reports |
Detailed reports on each employee Display of the total working time, breaks, the number of received and missed calls, the average time of the call and the answer to the call, etc. The ability to generate individual reports |
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Conducting satisfaction surveys |
The ability to evaluate the quality of an employee's work due to the client's assessment of his work immediately after the conversation Organization of a "hotline" for receiving complaints and wishes from customers |
Figure 2. CallWay Contact Center Softphone for Windows
Figure 3. Tabs "Operators", "Contacts", "History"
Figure 4. Examples of reports
Figure 5. Web-based call statistics interface
Call center (English "call cente"r — call processing center, also a call center) — a specialized organization or a dedicated unit in an organization engaged in processing requests and informing via voice communication channels in the interests of the customer organization or the parent organization. Contact Center (eng. contact center, contact center) — a call center that also processes requests by e-mail and regular mail, faxes, and works with requests in Internet chat mode.
We have everything to create a contact center:
- Experience
- Software of world leaders and Ukraine
- Equipment
- Training
- Technical support
We create more than a regular call center!
- No appeal will remain unanswered.
- All communication channels with the client in one operator window.
- Full analytics for the manager