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Referral service support in SANATEL call center

Referral service support in SANATEL call center. Hot line role in promotions. Advertising only attracts attention of the audience. It is necessary to provide consumers with the information to keep their interest in buying. Significance of phone.

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Referral service support in SANATEL call center

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  1. Referral service support in SANATEL call center

  2. Hot line role in promotions Advertising only attracts attention of the audience. It is necessary to provide consumers with the information to keep their interest in buying

  3. Significance of phone The telephone remains the main tool for the communication with the consumer It is necessary to handle phone calls effectively

  4. PBX PSTN (public switched telephone network) Telephone lines Referral service support in the office Problems companies face when supporting referral service in the office • A lot of lost calls • Low quality of employees answers to consumers, as far as content is concerned • Low quality of employees answers to consumers, as for being polite and accurate • Lack of statistics • Routine and employees unwillingness to endlessly answer the same questions of consumers

  5. Офисная АТС PSTN (public switched telephone network) Телефонные линии Referral service support in the office Referral service support in the office demands significant efforts from the company’s management

  6. Outsourcing hot line Handing over referral service support to SANATEL call center is a big step forward and it’s a quality hot line support with minimum costs • Guaranteed absence of lost calls • Guaranteed quality of answers to consumers, both in content and in politeness and accuracy • Processed calls statistics, including topics of questions for each call and call recording

  7. PBX PSTN (public switched telephone network) Telephone lines Referral service support in the office What is the difference between call service in a call center and service using standard telephone lines and PBX?

  8. Gateway Call Manager Local IP-network PSTN (public switched telephone network) IVR DB Digital streams Record IP Call center features Call center – is a higher level solution allowing full control of phone calls handling

  9. Busy signal PBX PSTN (public switched telephone network) Telephone lines Call center feature – no lost calls In ordinary telephone lines a busy signal comes on the level of city exchange The company knows nothing about a lost call «Usually»

  10. To available operator Or a busy signal On queue Gateway Call Manager Local IP-network PSTN (public switched telephone network) IVR DB Digital streams Record IP Call center feature – no lost calls A call comes to the call center on the level of equipment and the equipment decides whether to connect call to the available operator, put it on the queue or send a busy signal Call center

  11. Or a busy signal Gateway Call Manager Local IP-network PSTN (public switched telephone network) IVR DB Digital streams Record IP Call center feature – no lost calls If call center can not handle the call, then it sends busy signal, but the equipment register call failure: phone number and time Call center

  12. PSTN «Usually» Call center feature – conversation scenario (verbal structures) Without a call center the employees could answer consumers depending on the situation and answers’ content could fail to adhere to marketing recommendations or the company’s policy.

  13. Supervisor Call center feature – conversation scenario (verbal structures) In the call center supervisors control the content of operators’ answers, as well as quality of the answers (politeness and tone of voice) PSTN Call center

  14. Call center feature – expanded statistics for processed calls Call center equipment register information on processed calls: consumer phone number, call topic, time, responding operator, etc. PSTN Call center

  15. Call center feature – expanded statistics for processed calls

  16. Call center feature – form filling control If the scenario provides for a consumer survey, call center equipment controls how an operator is filling the forms The form will be filled for sure and will be filled correctly! PSTN Call center

  17. Call center feature – flexible voice menu Call center equipment allow dynamic modifying of the voice menu depending on the incoming number, for example: • “Press … to connect with the nearest store” – having selected this item the consumer is offered to be connected to a store near the consumer’s central exchange • If a consumer calls from a mobile number it is possible to be put through directly to the operator, bypassing voice menu

  18. Call center feature – operators systematic training Call center trains operators in a systematic way: • Selection by voice and speech features • Basic psychological training (how to talk on the phone with the target audience) • Customer project training (targets, objectives, priorities, company’s story, competitors, competitors products and comparative characteristics) • Training on the Product and the Customer (products, characteristics, prices, etc.) • Testing calls prior to launch

  19. Call center feature – recording calls Call center equipment allow to record operators conversations with the audience: • Problem calls recording for subsequent review, initiated by the operator or by supervisor • Random recording to control operators performance • Total recording for new operators

  20. Number of incoming phone calls Time throughout a day (week, month or promotion duration) Economic attractiveness of outsourcing Incoming calls are uneven

  21. Number of incoming phone calls Time throughout a day (week, month or promotion duration) Economic attractiveness of outsourcing Operators and communication resources are required for the quality handling of calls Call handling facilities

  22. Number of incoming phone calls Time throughout a day (week, month or promotion duration) Economic attractiveness of outsourcing Maintaining such resources is more expensive than outsourcing a call center Internal call center costs - fixed expenses

  23. Number of incoming phone calls Time throughout a day (week, month or promotion duration) Economic attractiveness of outsourcing In case of outsourcing, the Customer pays only for processed calls Internal call center costs - fixed expenses Затраты на аутсорсинговый колл-центр – переменные издержки

  24. Economic attractiveness of outsourcing Independent provision of SANATEL call center services would require from the Customer costly technologies, personnel and business processes: • Digital channels, main and back-up • Voice menu systems • Calls queues management systems • Load monitor systems, preventing loss of calls • Business processes for the update of operatorsknowledge base • Main operators

  25. Economic attractiveness of outsourcing Independent provision of SANATEL call center services would require from the Customer costly technologies, personnel and business processes: • Additional operators to work during peak load hours • Statistics gathering systems based on applications or surveys • Supervisors and operators’ performance control systems • Technical personnel to service the systems • Back-up power supply to operate in case of urban network failure

  26. Additional advantages of outsourcing Additional reasons to choose outsourcer: • High responsibility: Call center responsibility is fixed by a contract. For the outsourcer there is a danger to loose a Customer, which leads to continuous improvement. There are no transparent obligations nor competition in the internal call center, which leads to lowering of performance quality. • Concentration on the core business: Internal call center distracts the company’s time and resources from core operations. In case of outsourcing, the company concentrates on the development of core business and its success on the market.

  27. Additional advantages of outsourcing Additional reasons to choose outsourcer: • Freedom of choice: If a company creates internal department to handle the calls, it would be difficult to give it up in future. Investments in communications, personnel training, equipment and software are sunk costs and would define the company’s management future decisions. On the contrary, handing calls over to SANATEL call center imposes no limitations. A Customer is free to choose and can stop using the services any time.

  28. SANATEL – first call center Such capabilities may have only fully-featured call center built on a special platform SANATEL is the first and the only fully capable call center in Almaty as of today

  29. SANATEL call center is built on the most modern platform provided by Cisco, leader of network technologies SANATEL – first call center • Experience and specialists of the Moscow leading call center are available to SANATEL

  30. SANATEL – first call center As of today SANATEL is the only fully capable call center in Almaty • Handling any volumes of calls • No lost calls, as well as during peak hours • Subscriber waiting for an answer not more than 10 seconds, as well as during peak hours • Processing scenario and voice menu of any complexity

  31. SANATEL – first call center As of today SANATEL is the only fully capable call center in Almaty • Calls handling process integration with any software • Reports on processed calls in any form, including topics of questions for each call and incoming numbers • Providing recordings of conversations, randomly or totally

  32. Interaction with SANATEL Project preparation by SANATEL specialists: • The Customer appoints contact person for SANATEL • SANATEL specialists prepare verbal structures for operators and calls handling scenario • The Customer approves verbal structures and scenario • SANATEL trains operators and fine-tunes the equipment • The Customer makes control calls

  33. Interaction with SANATEL Customer’s phone number forwarding to SANATEL call center: • Letter to Kazakhtelecom (or DUCAT) regarding number forwarding to SANATEL • Kazakhtelecom fulfills forwarding application in one or three days • With forwarding the Customer’s number becomes “multichannel”, because SANATEL has multichannel communications

  34. Interaction with SANATEL Project implementation: • SANATEL handles calls with guaranteed quality • SANATEL data base is updated regularly throughout the day on the availability of goods in stores • Reports are provided to the Customer • SANATEL specialists update Customer on new consumer questions identified • Answers to new questions are quickly entered in operators’ information base

  35. SANATEL – first call center SANATEL call center: • It’s a new level of consumer relations and new opportunities. • It’s a solution, which is a must for market leaders

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