Lattelecom contact center solutions are suitable for businesses and establishments whose function or business is characterized by a large incoming or outgoing contact flow (incoming and outgoing telephone calls, e-mails, text messages, web-chats, etc.) and who require effective organization and management of the service processes for these contacts.
The target customer group includes businesses whose work is related with providing services to a wide range of individuals or legal entities, for example, banks and insurance companies, telecommunications companies, information technology companies, utility providers, and medical service providers. The service is also suitable for businesses who specialize in providing information statements or selling services by telephone. The service can also be used for effective management of a business's internal processes - sales support, assistance service, etc.
Lattelecom customers are being offered contact center solutions in collaboration with the leading manufacturers in the industry of IP telephony, contact center, and contact center resource management technologies. Our main partners are Cisco, Siemens, NICE Systems, and Genesys.
Basic features offered by the contact center solution
- Call routing and caller queue management
Incoming calls can be separated into groups and assigned service priority according to criteria defined by the customer and appropriate for each specific customer's needs and work specifications. Thus, it can be ensured that each incoming call is instantly directed to an employee with the appropriate knowledge and authority. A variety of criteria affecting call service processes, for example, time of day, day of the week, or official holidays, can be incorporated into the call routing strategy. Calls can also be distributed between various operator groups or into various queues according to defined business process rules.
This feature provides the customer with:
- a decreased amount of incoming calls that get redirected between various operators;
- decreased operational costs, because the most appropriate resources are being used for customer service;
- an improved quality of service for contacts with the use of existing resources;
- the most appropriate level of service to be provided to each caller in accordance with the specific customer's business strategy.
- Interactive Voice Response (IVR)
By using interactive voice responses, it is possible to automate communication with callers. With this feature, each caller can be provided special greetings and informative notifications, information about business hours, and self-service options. For example, the caller himself can select a call queue depending on the desired language or topic.
Interactive voice response provides customers with:
- self-service options;
- the possibility to communicate with callers outside of the business hours of the contact center or at times when there is a sudden increase in the amount of calls that impedes provision of quality service for regular contacts with the existing resources.
- Organization of operators' work
The service includes that operator workstations are provided with the tool set that is required for daily work:
- Operators can receive new incoming calls, service the incoming call, place it on hold, make use of conference or consultation calls, and redirect calls.
- Operator workload and actions performed while working are logged using operator statuses. Statuses record the time that an operator has been at his workstation, how much of this time has been spent servicing incoming calls, how much time is spent post-processing incoming calls, how much time is spent doing other tasks, for example, for meetings, in training, etc.
- Upon receiving a new incoming call, the operator can see information about the caller's telephone number, the time, how long the caller has waited in queue, and the options selected by the caller during the call (for example, queue, language, etc.). While servicing an incoming call, the operator sees the basic information about the respective contact, for example - time when the call began and length of the call.
- Upon finishing a call, the operator may be offered to use the call topic menu to register the topic of the respective call.
- Operators can send each other written notifications.
- Operators can look at their own real time statistics for incoming and serviced calls.
- Contact center management
As part of the service, customers can define the users who are provided with the tools required to manage the daily work of operators/ operator groups and for the overall management of the contact service process:
- The option to listen in on active conversations, to participate in such a conversation, or to take over the servicing of a new incoming call from an operator.
- The option to see each operator's or operator group's real time statistics for incoming and serviced calls.
- The option to see and control operator statuses.
- The option to send written notifications to specific operators or operator groups.
- Call recording
The call recording feature provides the customer with the option to record all calls made in the contact center. Saved call recordings can be searched for by various parameters: by operator, by call date, by call topic, or by the caller's telephone number. Call recordings can be played by users with the appropriate rights.
By using call recordings, customers can independently monitor the quality of contacts and organize effective operator training processes.
- Integrated e-mail and web-chat
By using the contact center solution, customers have one unified environment for managing not only telephone contacts, but also contact by other channels of communication – e-mail and web-chat.
Data storage and report compilation are essential components of contact center solutions that provide a foundation for making competent decisions about the resources required for a customer contact center, contact processing procedures, and possible investments in new technologies. The service provides customers with detailed reports and overall statistics about received and serviced contacts (calls, e-mails, web-chats) in the scopes of the whole customer contact center, operator groups, and each individual operator.