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Callcentre
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When telephoning a call centre with a problem, the customer expects a prompt service and a suitable solution. To this end, our system has been designed to allow users to record the details of a fault quickly, using a series of images with increasing detail, to select the appropriate problem scope. The system will then present the operator with a list of the most common faults, potentially reducing call time. To refine the diagnosis process, the system has the ability to handle additional information that is gathered from the caller. Furthermore, the system avoids the use of specialised terminology allowing even non-technical users to conduct an expert analysis. This increases the possibility of the fault being identified and repaired on the first attempt, which is beneficial for customer satisfaction and company finances. Once the problem has been diagnosed, the system can provide the operator with one or more courses of action. Each action comprises of an explicit list of tasks which the operator then follows. These actions allow orders to be placed with a contractor using a degree of discretion, such as 'repair' and 'replace', which ultimately avoids unnecessary confusion. Once a new fault has been recorded, the details are transferred electronically to the operative's PDA, with a complete summary of the information collected from the telephone call. |
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