When agents receive calls there is a volume of information that agents need to rely upon in order to serve the caller appropriately. CTI helps make this information readily available to agents through the agent desktop module. It also helps agents store information from their calls and managers manage the contact centers better.
A web-interface with log-in credentials for each agent makes it easy for Company to keep track of agents’ calls. Agents can view and make calls to the assigned leads with Click-to-Call option and to set the importance/priority of the calls. All the updates of the conversation with the caller can be incorporated for future reference. Supervisors can also see the progress as all information gets updated to a centralized database.
The CTI screen facilitates interaction between a telephone and a computer to integrate the information collected over the phone with the computer. It provides timely pop-ups with information crucial for agents needed for their on-going call.
The Agent Script can be used to prompt the agents to say the right things to the callers, ask relevant questions and offer correct resolutions. It is a pre-written script that is accessible by each agent through his or her Agent Module. The script can also be used by the supervisors and managers to announce the day’s targets, special instructions or motivational messages, etc. to all agents.
The complete customer history and profile can be accessed via CRM integration with the Office 24x7 system. This helps agents provide better service to the calling clients and any updates made by the agent during the call are added to the CRM database as well.
Office 24x7 maintains the complete contacts database, which can be accessed by the agents according to the system configuration. This helps agents verify customer information during the call and maintain records as well.
All calls received by an agent can be recorded for the purpose of conversation verification and training and improvement of quality of call conducted by the agent.
The Virtual Phone allows the calls to be taken on any number that is configured with the Office 24x7 system.
Office 24x7 allows agents to work from home with the help of call routing to any configured number and providing access to the Agent Module from remote locations.