Automotive Services: JKM Motors
Key Issue:
They are having a various process as insurance, finance, Loan Real-estate, Retention etc. they are running a big call Centre, previously they had done calls manually but they wanted a Dialer to run a call Centre for more productivity and more business.They define the three levels to handle the Customers calls; Caller, Team Leader, FE Manager
The Comprehensive Solution:
We have provided a three panel for Caller, Team Leader, and FE Manager. On behalf of disposition case will be redirected to associated Caller, TL or FE Manager. All remarks and inputs would be reflecting at every level of people.
The flow of call is Caller------TL-------FE Manager.
- Firstly Caller will connect with customers and select appropriate disposition and case will be reflect to TL panel.
- TL will work on reflected case and if it gives confirmation then will be proceed by FE Manger if not then case will be escalated to associated caller again.
- FE Manger will distribute the work to Field executive and if it will be done, he will approve and case will be closed and if not then again escalated to directly associated caller.
Admin Panel: Live Monitoring, GUI Mapping, Add/Delete campaign, Add user etc.
Other feature:
- Third party CRM Integration.
- SMS Integration: after every call, customized SMS will be drop to customers with Tele-Caller name.
- Customized MIS Reports.
- To view tree relation of caller, TL, FE Manager Campaign wise and ACD group wise.