The Contact Center Tool streamlines your process of managing applications and increases the efficiency of your company/institution.
Meet the Contact Center Tool to effectively manage requests, complaints, suggestions and similar applications received by your company or organization. With this tool, you can categorize applications, take the right actions and increase applicant satisfaction by responding to applications quickly.
Subject Based Workflows and Deployment Groups
Set fixed topics and create a single application record for different topics to manage applications easily. The Contact Centre Tool separates applications by subject and automatically routes each one to the relevant department.
Define subjects at department level and set customised processing steps for each subject. Make your workflow more efficient by assigning responsible people or groups for the steps you have determined.
Manage transitions between steps by setting start, intermediate and end states. You can also use predefined states or create custom states.
Easily manage user changes and make your workflow more flexible by creating Distribution Groups for responsible persons.
Automatic Form Filling and Quick Registration
Quickly convert incoming calls into applications with telephone exchange integration and automatically fill in the information needed to manage applications.
If the incoming phone number is already registered, the application form automatically fills in. Save time by updating contact or company records with the information entered for unregistered numbers.
With the ‘Quick Register/Redirect’ and ‘New Registration’ features, create new application records for different addresses or subjects without having to fill in the information for the same applicant again.
Integration, Authentication and Privacy
With KPS or RA integration, verify the applicant or company and speed up the process.
Allow applicants to easily conceal their details.
Ease of Field Teams
Now your teams in the field can speed up the workflow when they create an application. You can manage the process more efficiently by enabling them to start from the step you want.
Instant Information and Communication
After the application is forwarded to the relevant department, send an information message to the applicant via the communication channel of his/her choice and enable him/her to enquire about the status of the application.
Easily track the progress of the application and provide continuous feedback to applicants.
Flexible Transaction Management and Analysis
Manage applications with processing options such as sending them back to the initial step, advancing them or holding them. Prevent similar issues and optimise the processing process by performing root cause analysis.
Authorisation and Transaction Control
With the ‘Edit Process’ menu, authorise authorised users to reopen or terminate applications at the specified step and ensure process control.
User Friendly Interface and Personalised Dashboard
Provide the opportunity to perform batch processing with the ‘My Incoming Jobs’ menu and to manage applications in a personalised way with the ‘Personal Dashboard’.
Satisfaction Measurement and Reporting
Conduct satisfaction inquiries to measure applicant satisfaction and automatically reprocess applications in unfavourable cases.
Analyse the applications in detail by reporting all these processes and evaluate your performance with satisfaction reports.
