Many companies provide technical support above and beyond typical customer care and frequently these are also 24 X 7 operations. As examples, internet service providers, software companies and telecom companies typically provide around the clock coverage for the technical support needs of their customers.
DOW Networks provides the customer service call center solutions that harness CTI (Computer Telephony Integration) and VoIP (Voice over IP) technologies based on Asterisk that make any IP contact center efficient and that increase first call resolution, an important customer service metric.
The call center solution incorporates skills-based routing whereby calls are routed though the ACD (automated call distribution) and IVR (interactive voice response) into the contact center to an appropriately pre-determined group of agents or knowledge group which can handle the customer queries. The agents can then respond through multiple channels such as web, chat, text, call back and email in addition to voice. Depending on call center requirements, calls can be recorded, retrieved and played back as necessary.
For those companies that provide technical support 24 X 7, many require the option of time of day routing. As an example, first shift calls might be answered in Location A, and then the toll-free number needs to be seamlessly re-directed to Location B for the second shift and Location C for the third shift. Sometimes calls need to be re-directed on demand and in real-time due to loads and capacities or in states of emergency. Not only can DOW Networks accomplish this with domestic toll-free numbers, the call center solution will also provide the same functionality for international toll-free (ITFS) and universal free-phone (UIFN) numbers, and local numbers (DIDs/DDIs) also.
The DOW Networks Technical Support Call Center Solution also provides:
- Real-time and remote monitoring of calls
- Agent coaching via "whisper" or chat
- Scripting and call queuing
- Call re-direct and transfer
- Graphical user interface (GUI)
- Customizable agent screen pops
- Web call-backs
- Real-time statistics
- Historical reports
DOW Networks call center solutions generally incorporate the integration of a customer CRM system or database. This allows for customer records to be translated into screen pops for the agent. A common approach is to capture the ANI – the number the customer is calling from, and compare it to a database for a match which then subsequently pulls up the customer account information and displays it on the screen for the agent.
DOW Networks can also further integrate your business needs and call center operations through a workforce management (WFM) module. This improves productivity by increasing agent availability and decreasing the need for call backs and minimizing agent idle time. The WFM module can be integrated quickly and provides:
- Accurate daily and seasonal forecasting of call volumes
- Scheduling of agents by skills and/or experience
- Shift customization
- Real-time management
