Call Center Parametric Definitions

Workcube offers a special interface that allows Call Center employees to quickly access information such as customer, service, warranty and support accounts, record sales opportunities, take orders, answer questions and problems, record errors/problems, and develop cross and vertical sales.

Warning: Before using the Call Center, all parametric definitions to be used within the company related to the Call Center must be made under the Service-Warranty section in Dashboard > System > Parameters > CRM.

Interaction Categories

You must define an Interaction Category when registering interaction on the Sales Opportunities > Interactions page. With this parameter, you can specify what your interactions will be about. E.g; If you want to learn about the content of a product, you can select the category as "Information Request" when opening the interaction and fill in the remaining fields accordingly.

You can add, update or delete the definition with the help of the icons at the end of the line.

Complaint Categories

When registering an application on the Call Center > Call Center Applications page, a selection is made between the categories defined here. These categories not only provide convenience for the customer in the application process but also provide convenience and save time for the business in understanding and solving the application. You can define complaint categories according to your business.

For Example; The customer will select a complaint category when opening an application in the Call Center due to an error in the product he purchased. If "Manufacturing Defect" is defined from this parameter, the customer will be able to select the category appropriately.

Complaint Sub Categories

You can detail the process by opening sub categories to the complaint categories you have defined before.

When determining the sub categories, you must associate them with the Upper Category.

For Example; If the customer opens an application as a product error and this error is caused by the packaging of the product, he should be able to select a related category as a sub category. Likewise, if the product defect is caused by the product's malfunction, a sub category such as "Defective Product" can be selected.

Complaint Sub-Tree Categories

Complaint Sub-Tree Categories are sub-trees of Complaint sub-categories. In this area, detailed categorization of the complaint is made. You can make a transaction by selecting the upper category of the complaint.

For Example; If the customer opens an application because the product's cover is broken, he can select the "Cover Broken" option from the sub-tree category after selecting the sub-category of the application opened with the "Manufacturing Defect" category as "Broken Product".

Priority Categories

With the help of this parameter, the priority of the incoming call is determined and the resolution speed is controlled accordingly.

Communication Method

With the help of this parameter, you can define communication methods suitable for your business. In this way, the communication method to be established with the customer is determined.

Document-Form Templates

By designing Document-Form Templates, automatic responses can be created for interaction and feedback on applications.

Workflow Design (Processes)

While performing a transaction, stages that regulate the document flow should be created where logical workflow setups such as approval, rejection, partial approval, control, warning of different users or departments can be added.

Product Return Categories

Parameter settings for product return can be made on this screen.

Product Return - Reject Categories

Parameter settings for the reasons for rejecting product returns can be made on this screen.