GallerySystems

CALL CENTER helps better manage:

• Client Support
• Technical support & outsourcing
• Marketing and Sales
• Client personal data
• Targeted marketing surveys

ADMINISTRATIVE PART

• Create departments
• Create users by each role (eg. operator) for departments
• Edit data of users
• View tickets opened by users
• Generate reports

SUBSCRIBER & SYSTEM PART

• Operators are able to answer calls via Quadro
• System automatic records incoming calls
• Operators can search caller (subscriber) information in database coming from billing system via REST API
• Operators are able to open tickets
• Operators are able to edit ticket description
• Operators are able to close tickets
• Subscribers can fill application by calling
• Operators can fill applications for subscribers
• Operators are able to attach files (eg. scan of passport) to application
• Operators are able to describe process of application and set status
• Operators are able to view/search/edit applications/files and change their statuses and descriptions

SYSTEM FUNCTIONALITY

• User friendly UI
• Multi-language platform
• Intelligent voice mail
• Calls recording, statistics, reports
• Integration with billing solution & CRM
• Information on calling client
• Missed calls registration
• Incoming calls registration and classification
• Call loading & queue control
• FAQ list

CALL CENTER EFFICIENCY

• Incoming calls decreased by 37%
• Service quality increased by 56%
• Complete answer to client 89%
  

CALL CENTER EFFECTIVENESS

The 87% decrease of calls serving is explained by

• Service rapidity
• Database centralization
• Operator work simplification