Here is a simple scenario shows the way our system works in handling incoming calls:
Caller: he dials the number and let’s assume 920000000 System: Hello, welcome to the Customer Care department, for English press 1 and for Arabic press 2. Caller: pressed 1 for English System: if you wish to communicate with the maintenance department please press 1, or 2 for sales and if you are looking for the nearest branch please press 4, for more information please press 5 Caller: pressed 1 System: Dear customer, we would like to inform you that this call is recorded to ensure quality of service System: Dear customer, we would like to inform you that the customer service representatives are in service with other customers, and one of the employees will answer your call shortly Employee: (in case this was a new customer) Hello, this is Ahmed how can I help you? Employee: (in case this was an existing customer) Hello Mr.Ali this is ahmed how can I help you today? Caller: I bought an air conditioner from your company and it is damaged Employee: sir please give the invoice number or the product serial number Caller: here it is 2122321232 Employee: ( at the same time ) Mr.Ali you bought the air conditioner in 2-1-2012 and your guarantee ends in two months, please give me your address ( if it was a new customer ) or for insuring your address is dist.X and street X ( if it was an existing customer ) Caller: Yes this is my address, when will your engineers arrive? Employee: Mr.Ali you will receive a SMS in the name and number of the maintenance engineer and you will receive a number of 5 digits and we hope that you give it to him after he complete his job and he will also call you after two hours. Caller: Ok thanks Employee: have a great day and thank for dealing with us, and now I will refer you to the employees evaluation System: Thank you, do you see that the employee has served you to the fullest? If yes please press 1, if not please press 2 Caller: 1 System: Thank you for your call
What did technically happen in scenario shown above?
Livi Call Center had registered the following
Livi CRM had registered the following
- Caller number
- Calling time
- Call duration
- Waiting duration
- The requested department
- Recording the call
- Registering the evaluation
- Registering the employee name
- Calling time
- Caller number
- Registering the ticket number
- Registering the engineer’s name
- Registering details about the product
- The employee’s name
- Working hours
- New or existing customer
- Ticket closed in win or fail
- Sending SMS
- Sending e-mail for one or several people
- A status will be under the ticket so the system can send reminders to related person
- After closing the ticket, a short message will be sent to the customer says thank you for dealing with us, and an e-mail informs the mangers that the ticket has been closed
Actually you can generate an infinite number of reports whether on the call level or the system level, for example:
Let’s say that we want a report shows the calls flow in Sunday, includes incoming and outgoing calls for a given employee in a given time. And you can generate all kind of reports through a simple screen.
And the availability in sending this report as a PDF or EXCEL file, and you can let the system send the report automatically every 24 hours or as you prefer.
To achieve the maximum business advantage in third millennium burgeoning business world, organizations are looking towards information technology to help them deliver better decisions, faster responses, improved communications and smarter investments.
LIB understands the role of information technology in promoting organizational effectiveness and business advantages.