For companies that are just planning to create their own contact centers we offer services in each of the three compounds necessary for running a successful contact center:
Contact Center
Special Equipment
Personnel
Formal Business Projects
Consulting in choice and supply of equipment required - jointly with CTI company;
Organization of a dedicated segment of Cisco IP Contact Center Enterprise Edition equipment for running Customer's contact center in one of our offices on constant basis or as a transitional solution prior to a purchase of Customer's own equipment.
Outsourcing management of Customer's contact center.
Formalization of processing different kinds of calls, drawing out the algorithm of work.
Elaboration of quality criteria of call processing, recommendations on choosing the monitoring criteria.
Creation of "knowledge database" for operators.
Proposition on Organizing the information route to other departments of the company and getting feedback for running the contact center.
Personnel recruitment (operators, supervisors, managers), formalization and delivery of personnel testing and choosing technology.
Elaboration of job definitions, personnel training (basic communicative skills, work with contact center systems, basic sales skills), formalization and delivery of training programs.
Elaboration and implementation of motivation systems (payment system, internal accreditation, rate layouts, non-money stimulation, such as internal contests).
Elaboration and implementation of control systems (monitoring, system of records).
One of the ways of collaboration includes providing our contact center services in outsourcing mode while gradually passing the work to Customer's own contact center.
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