The communication platform of CallCell is modern, web-based and developed on the basis of the company’s experience in telecommunications, information and interactive voice services. It allows dynamic organization structures to serve customers and optimize communication costs by outsourcing telecommunication service. The service process of incoming and outgoing calls is automated and under permanent monitoring and control by call center supervisors as well as the contractors.
For this purpose we use:
- ACD (Automatic Call Distribution) - automatic call forwarding to a group of operators, grouped as specific skills and other criteria
- Identifying demand service and start a different scenario for customer service (CRM Module dialog and specialized applications)
- Automatic dialing
- Identifying database for A and B numbers
- Automated procedures for emergency situations
- Customer service through IVR (Interactive Voice Response) system
The platform documents the accomplished activities generates detailed statistics and allows a different analysis of the results and quality of service in real-time
