CALL CENTER
There is a Callflow for each Call center
Promptness, efficiency, quality – that’s all you look for and get with the Callflow contact centre software solution.
The choice automatically improves the service.
The choice automatically improves the service.
Our contact center platform is tailored specifically for contact centers so your employees can focus on handling live interactions rather than being stuck with tedious manual tasks or juggling multiple information screens at once.
IVR
What does the presence of an automatic response mean?
- For satisfied customers, as they can be serviced at any time of the day.
- For optimized costs, IVR logic can range from standard auto-response to interactive menus that allow your customers to self-serve without the need for an operator connection.
AUTOMATIC ALLOCATION OF CALLS
How to be most beneficial to your customers?
By introducing a call allocation algorithm that optimizes and speeds up service.
- Forwards based on the expertise to each employee or department.
- Reduces waiting time.
- Allocation of calls according to predefined criteria.
Assisting employees
INTEGRATION BETWEEN COMPUTER AND TELEPHONE
What may the success of a business be related to?
With the amenities that employees have while performing their daily tasks.
- Thanks to the ability to connect the contact centre with internal software of your company, the whole story about the customer is gathered in one place – in his account.
- Searching and listening to conversations directly in the CRM system and the ability to analyse order channels are small details of the integration, but of great importance for the efficiency of the workflow.
- Integrations can be done with your: CRM system; ticket system; accounts and invoices database, or with external CRM platforms (HubSpot, NetSuite Oracle, Salesforce, etc.)
AUTO DIALLING METHODS
How do your employees focus on calls rather than routine actions?
By saving them time and effort.
PREDICTIVE DIALING
The software dials the number itself and forwards the outgoing call to a free agent.
Thus you save the agent’s time and make more real contacts.
POWER DIALING
The software forwards a new call to the agent as soon as the previous one is completed.
You optimise in maximum the operator’s time without worrying that it will stay idle for too long.
PREVIEW DIALING
Before a number is dialled, the contact information is displayed, and the operator decides whether to dial it or skip it.
For cases where the quality of the calls is more important than the quantity.
AGENTLESS DIALING
Fully automated method. After the connection, the customer hears a recorded message and has the opportunity to operate an interactive menu.
The solution is appropriate for order confirmation.
SCRIPT
When does the employee respond adequately over the phone in each situation? When there is a pre-defined plan.
Provide it with our unique script module with over 50 functionalities for optimization according to the specifics of each of your inbound or outbound campaigns.
- Save time;
- Save costs with a built-in script in the software interface, with the option to fill in the fields based on the conversation with the client and keeping statistics;
Trust is a supreme form of control
MONITORING
How to make sure with your own eyes that the work in your department is going well? Entrust us with the tracking of every detail of the activities of your employees. We offer you an individual monitoring panel in which you set your own criteria for work performance:
- Campaign progress;
- Number and duration of calls;
- Hours worked;
- Goals set.
REAL TIME REPORTS AND STATISTICS
What is happening now? Find out with the “eyes” and “ears” of the call centre platform that:
- Displays tabular and graphical reports;
- Keeps a record of conversations and records by campaign and employee;
- Follows the set goals of the department;
- Monitors the moments of work and rest of each employee;
- "Taps" conversations in real time;
- Provides information on the number of operators per line.
OWN TEMPLATES FOR DATA IMPORT AND EXPORT
How to break forever with the tedious and time-consuming data entry in Excel? By letting Callflow create a unique, tailor-made template for you, which includes:
- Data entered in the solution;
- Answers to questions;
- Static text for campaign.
