The importance your organization places on customer service establishes the level of caller care required to handle incoming customer calls. A company that considers incoming calls to be very important and critical to their business demands a high degree of caller care.

Operations
Automating inbound operations through call center technology offers complete flexibility and control. proCall uses Automatic Call Distribution technology to distribute calls at maximum efficiency, improving agent productivity and overall call handling. Since accessibility is one of the key components of customer service, efficient call allocation translates into satisfied customers. The following description illustrates the capabilities of proCall inbound service.

Inbound Call
Incoming calls are received by an ACD unit. ACD controls how calls are received, queued and distributed to staff while balancing the level of service against demand. ACD management reporting uses historical and current information to reallocate agents and resources, forecast future requirements and plot the long range calling patterns to determine if service level objections are being met. Effective reporting assists management to ensure maximum productivity without affecting performance and the quality of caller care being delivered.

Customer Service
Experience has shown that the vast majority of inbound calls can be handled successfully through the use of properly trained telephone representatives assisted through logical scripting. Scripts are custom designed for our clients to act as call guides and operators are able to select what is required logically, from a database of information