Solutions

Solutions

Service Center

This is suitable for helpdesk-type call centers of enterprises or sales/customer service teams with less than 30 people whose primary job is to receive a large number of customers’ calls. This type of call center typically provides all sorts of operation advice or handles acceptance of business as well as customers’ complaints. Examples include technical support centers, after-sales service centers, consulting/reservation centers, complaint centers, and claims centers.
Given a large number of inbound calls, this type of call center often faces the following problems:
- Customer service staff is not at the work station or the call is received during non-working hours, resulting in missed calls;
- Inbound calls cannot be allocated, resulting in different customer service staff has a different workload;
- Repeated communication on the same issue signifies poor efficiency and often results in poor customer satisfaction;
- No call recording means service quality cannot be monitored and disputes with customers are hard to handle.
The New Rock helpdesk-type call center solution improves call reception and response rate using its 24/7 smart switchboard and a host of call-distribution capabilities. Call center employees are able to record customer information and call contents during the calls in real-time. Management staff can access call histories, call recordings, and converted text of all call center employees in order to supervise service quality.

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New Rock Technologies, Inc.

Mail:global@newrocktech.com

Tel:021-61202700 / 52217917

Address:5/F Block B, Building 1, No.188 Pingfu Road, Xuhui District, Shanghai 200231, China

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