How much does it cost to set up a small call center? What functions

The cost of building a small call center system is related to the number of agents used and the number of outside lines. The greater the number of seats, the greater the number of outside lines, and the higher the cost.

Call center system functions: CRM customer management, REC call recording, IVR voice navigation, ACD intelligent transfer, online customer service, knowledge base, work order approval, intelligent outbound calls, roaming answering, web page callback , one-click dialing, call traffic rating, feedback review, recording quality inspection, customer care, customer review, planning tasks, incoming call pop-up screen, instant messaging, mobile APP, secondary development and other functions.

Detailed explanation of some functions:

1. Multi-level voice navigation (IVR)

Automatic voice navigation system (IVR), customers can perform corresponding operations according to voice prompts Operation, so that relevant information that originally required manual operation can be obtained through pre-recorded voice.

The multi-level navigation menu has flexible jumps and segmentation customization to facilitate customer service requests and improve response speed.

Set up two sets of IVR processes during busy and busy periods to provide 7*24 self-service voice information services to improve service quality.

Supports special functions such as password navigation, work ID reporting, key collection, and voice messages.

2. Intelligent call distribution (ACD)

The ACD incoming call intelligent distribution system allocates incoming calls to the best agents according to certain rules. Allocation rules include average allocation by call volume, allocation by priority, allocation by call area, allocation by customer type, allocation by last answering agent, etc.

3. Traffic rating

A rating voice can be set at the end of each call. The customer will rate the agent's service according to the voice prompts. The system can record and collect statistics on the rating information. A negative review return visit mechanism can be set up. When a customer gives a negative review to the agent service, the system will automatically add the customer to the corresponding team leader's planned tasks and conduct a return visit to the customer in a timely manner, which will help standardize agent operations and improve service quality.

4. Corporate switchboard

Unify the switchboard number externally to facilitate customers' memory and enhance the corporate image. You need to consult the local operator for number unification. It is recommended to use 400 telephone numbers, one-number link, trunk lines, etc. In addition, the system supports rich traffic exchanges such as multi-machine ringing, designated outside calls, call pick-up, call transfer, busy transfer or waiting, offline transfer to mobile phone, etc.

5. Branch phone management

Through the domain name service provided by Jinheng Technology for free, branch agents can directly log in to the head office server to answer incoming calls, make outgoing calls, internal chat, Online customer service, background data query and other functions.

6. Phone pop-up screen

When a customer makes an incoming or outgoing call, the system will display the current customer name, number of historical calls, last call agent, customer area, and phone number on the work interface. Number, incoming or outgoing call, current call agent, start time, call duration, etc. Click on the customer name to view customer details and historical call tracks. You can add notes to each customer call so that they will be automatically displayed the next time you call.

7. One-click dialing

The system call list can display all recent call records. For customers who need to call back, you can directly click on the number in the list to dial the customer. , eliminating the tedious dialing operations for agents. In addition, the system also supports computer keyboards, soft keyboards and imported numbers to facilitate agent outbound call operations.

8. Knowledge base

Enter frequently asked questions into the knowledge base. Agents can search and call by entries or keywords at any time to assist agents in their customer service work.

9. Customer CRM management

Used to add, modify, delete, merge, import and export contacts, you can set blacklists and customer service levels, etc., have been added to the customer For customers under management, their full information will be automatically displayed on the work platform the next time they call. Customer support analyzes the value of the system for customers based on four statistical methods: assigned agent, region, filing time, and type.

VIP customers can directly skip the navigation stage and directly call the home agent extension to improve service response speed.

For customers who need to plan a return visit or make an appointment to contact them, task reminders can be added to assist agents in contacting customers in a timely manner.

10. Customer return visits and care

Record mellow and clear voice content such as holiday greetings and warm reminders, and conduct return visits and care to target customers in batches.

Trigger conditions for text message sending can be set to automatically send preset text message content for customer care.

11. Recording quality inspection

The system can perform recording inquiries on calls between agents and customers, and can effectively manage and provide guidance and assistance to the sales staff's ability to answer business inquiries. , to serve customer needs.

12. Enterprise chat

AOFAX enterprise chat system supports changing fonts and colors, sending emoticons, files, links, screenshots and pictures, etc.; supports single person, multi-person conversations and group messaging ; Facilitates communication and collaboration between internal agents and departments;

13. Announcement management

Corresponding announcements can be issued to groups, departments and the entire body. After the announcement is released, it will be synchronized to the corresponding The agent work platform quickly and accurately conveys information to the corresponding personnel.

14. Work order signing and review

Multiple and multi-level work order signing and review processes can be set. Submitted work orders are automatically transferred according to the predetermined process, and the agents transferred to them can Add comments/annotations/dates etc. The system's default work order types include after-sales service orders, maintenance dispatch work orders, etc. AOFAX provides work order customization to build work order templates suitable for enterprises.

15. Telephone conference

Both internal landlines and external numbers can be connected to the conference system, enabling the establishment of conference rooms anytime and anywhere; participants have moderators, listeners, dynamic speeches and backgrounds The four roles of music standardize the speech rules in the conference room.

16. Agent management

Used to add departments and agent IDs, and edit agent business cards; you can set agent permissions, including viewing chat records, setting website customer service responsibilities, agent recording, Edit and delete records, the customer range displayed on the work platform, hide records, download and display messages, etc.;

Executive level can listen to all recordings and view all customer information, and management level can listen to and query the recordings of this department For the customer information of this department, ordinary users can only listen to their own recordings and query their customer information.

17. Efficiency and call traffic analysis

Automatically count attendance days, calculate and compare the workload of each agent within the set period (call duration/number of calls), and analyze answered calls The transfer rate, etc.; the changes in incoming calls and outgoing calls can be counted by year, month, day and customized period; the distribution of incoming calls and outgoing calls can be counted by international and domestic geographical locations; the usage of lines can be counted by channel.

18. Mobile APP functions

Qiding APP supports enterprise chat (single chat, group chat, sending and receiving messages, emoticons, pictures and voices), notifications and announcements, attendance sign-in, service work orders, and plans Tasks, group calls, roaming answering and roaming calls, call records, contacts, etc.