Call Centers Implementation and Training

Implementation & Training

Always change is a challenge, new phones, features could be overwhelming, our implementation is done in parallel with your existing system so that employees will be 100% comfortable before the switch over takes place. Training takes place during that parallel time period, which makes the transition much smoother. Take gain of our knowledgeable experts, and let them help you design your call center.

Figure 12-6. Summary of Agent Group Queue

Call Center Implementation Package
  
  • Design session to understand your concern and flow
  • Initial ACD Configuration
  • Consultation and Implementation of ACD Call Flow including routing policies according to Call Center feature package selected on Sales Order
  • Initial implementation of standard reporting packages at Queue level
  • Access to on-line Knowledge Base and Product Guides (admin and agent)
  • Post Go-Live Health Check, during which the customer’s queue and agent performance will be reviewed, opportunities to improve those results will be discussed, and additional optimization techniques will be identified
Additional Services
  
  • Professional voice recording for queue
  • Design different algorithm for flow
  • Uploading custom announcements, agent/supervisor assignment to queue, and agent assignment to supervisor
  • Call center consulting services