THE CUSTOMER CONTACT CENTRE
If you want to channel most customer and prospect contacts through a contact centre, you have to offer the finest service experience to anyone calling. - without pushing costs through the ceiling.To provide excellent service to a customer in a contact centre, you need all relevant information on that customer. Instantly. No matter where, through which channel, and when this was gathered. You must be able to anticipate the customer's needs at the moment of establishing contact, and come up with solutions rapidly. Only a powerful IT solution allows you to assemble all this information at an employee's workplace instantly. Selligent Contact Centre has been designed to do exactly that.
To keep costs under control, you need to improve the productivity of your contact centre employees. Tools to provide them with all the information necessary to satisfy your customers. And that information should be available not just at their fingertips but automatically - without having to enter search commands repeatedly - by integrating your phone system and your contact centre software. Selligent Contact Centre integrates the best CTI technology to increase your employee productivity and the quality of service to customers.
With tightening privacy laws making telemarketing campaigns more and more difficult, you will need to make the most of incoming calls for cross- and up-selling.
To increase revenues from cross- and up-selling, you need to have a complete picture of the customer you are talking to: what did he/she buy from you, and when; what complementary products could improve his business (BtoB) or his well-being and personal satisfaction (BtoC).
A simple call centre is not enough. You need a contact centre integrated with your CRM system that keeps track of all customer interactions via all channels (phone, fax, e-mail, Web, personal contacts, etc.) Selligent Contact Centre is tightly integrated with Selligent's complete CRM solution. The customer database becomes a knowledge source available to all staff for communication via phone or Internet.
THE SELLIGENT CONTACT CENTRE AT WORK
 | Campaign management and outgoing calls Selligent Contact Centre complements Selligent's campaign management functionality ideally. It automates the process of establishing contact with prospects targeted in sales campaigns and allows sales people to concentrate on the person they are dealing with. Various modes of operation are possible, from automatic dialling, where your sales people are in control, through to predictive dialling where the system determines who is available to make a call. |
| Incoming calls For contact centre operators, Selligent Contact Centre's incoming call management system allows calls to be automatically routed to the most appropriate person based on availability and experience. In all cases, the relevant informationis presented on a pop-up screen as calls are made, received or transferred. |
