There are three available options for enterprises aiming to implement solutions to improve their customer care services:
- Premise-Based solutions
- Outsourcing
- Contact Center 'on demand' services
FPT Contact Center On Demand service (FPT.CCoD) is a cloud computing solution from FPT based on a professional central contact center that allows multiple enterprises to share its technological infrastructure. Individual enterprises rent the contact center system and human resources, including operators, supervisors and computers, which will be located at the enterprise's head office to handle its customer care services.
Benefits of FPT.CCoD:
FPT.CCoD solutions offer the following benefits for enterprises:
- Functions on demand
- Expanded capability, upon request
- Low initial investment for service activation, computers, headsets, etc.
- Low monthly costs (US$100 - 200)
- Stable, reliable, professional customer care systems
- No system administration costs
- Operator understanding of company, products and services
- Participation of all company employees in customer care
- Information confidentiality and security
- In-house management and monitoring of all customer care activities
- Fast system deployment
Why FPT.CCoD?
Our strengths:
- FPT.CCoD is today's new trend in cloud computing customer care solutions. FPT has co-operated with the world's leading partners in this field to pioneer research, and apply cloud computing technology in Vietnam.
- As Vietnam's leading company for network infrastructure and solutions, FPT is proud of our skilled technology professionals and staff who have extensive experience building and optimizing network infrastructure systems to ensure smooth, reliable customer care infrastructure.
- Our international ISO 27001certificate for information security is our commitment to providing the highest level of security for your data.
FPT.CCoD provides a number of flexible solutions for telephone operators:
- PC Agent - Softphone: requires the telephone operator to be equipped only with a computer and headset to handle customers via various channels such as telephones, email, and online instant messaging.
- PC Agent - IP Phone: requires the telephone operator to be equipped with a computer and an IP phone to handle customer requests via email or online instant messaging while displaying customer information on the screen.
- Phone Agent: does not require the telephone operator to have a computer. They can deal with customers via voice channels from any phone and log in and out via IVR (interactive voice response).
Easy to use Call-Flow design interface
FPT.CCoD provides a graphical interface to create scripts for calls to the system. The calls routing features basing on skills and customer information allow you to create scripts to handle a call in the best way to satisfy your customers.
Automatic interaction
With the simple Call-Flow design interface, system administrators can design the IVR scripts easily using available tools such as the options menu, sound notification, calls routing to the telephone operators, and data queries via database or web service connections.
Automatic call distribution
When calls need to be routed to the telephone operators, making sure that each call will be handled in the best possible way is essential. The automatic call distribution feature performs this task through various routing algorithms that set the priority of each call so the telephone operators can work simultaneously with many different client support groups. Customers will be notified of the location of the call, as well as the expected waiting time for their call to be handled within the support group.
Displaying customer information
The FPT.CCoD system can be configured to automatically display customer information on the telephone operator's screen corresponding to the phone number or accounts that the customer enters into the IVR when the telephone call is connected. This is convenient for callers because they will not have to waste time repeating information they have already provided. The telephone operators will also be able to work more effectively as they will not have to waste time looking up relevant information for the call.
Monitoring service quality
While the telephone operators are handling phone calls, the supervisors can monitor them to ensure the quality of customer care. Supervisors can listen to the calls and give advice directly to the telephone operators if necessary, or join the call to talk together with the operators and the callers. All telephone operator cases are displayed on the monitoring screen, allowing the supervisors to effectively manage the quality of each operator's and group's work.
Recording calls
FPT.CCoD allows you to record all telephone calls between operators and customers to facilitate training, resolve customer complaints, and control quality.
Providing real-time information and standard reports
Real-time information is displayed on the supervisor's screen to enable them to easily monitor system parameters such as the ACD queue and parameters of each telephone operator or group. FPT.CCoD also offers many types of standard reports to create histories of customer support groups, telephone operator activities, IVR, and Outbound calls, which can be customized, scheduled, and viewed in FPT.CCoD applications and exported in different formats such as pdf and Excel.
Integrated customer care system
FPT.CCoD supports integration with the leading CRM systems, allowing you to use the advanced features of cloud computing and increase the employee productivity. As soon as a call is established, FPT.CCoD can display the relevant corresponding data, such as contact information, circumstances, opportunities, and directions, and automatically save all calls and notes in the CRM.
Outbound strategy management
The FPT.CCoD system is a full service including outbound strategy management features to help you improve business capacity through telesales or telemarketing services.
Receiving customer recall requests on websites
The system provides the ability to receive customer recall requests from websites. The websites are integrated with the customer care center to allow businesses to add recall requests, support or other requests from the website into the list of outbound capacities.
Remote system log in
The telephone operators can log into the system anywhere, as long as there is an internet connection. Supervisors and administrators can easily monitor telephone operators remotely, even when they are in the office, through listening to recordings, viewing working results and real time evaluations, and sending individual or group messages to the telephone operators.