Call Center Applications



The call center is the department that evaluates and resolves the complaints, suggestions, and requests received by the businesses and send them to the relevant units.

Call Center covers a lot of sections. It varies according to the industry and your usage.

Let's say you are a Technical Service; After examining the incoming call log, you can distinguish between user assistance or error. If there is a problem, you can turn this call into a service request and direct the relevant unit.

If you have made a campaign, you can receive the returns via the Call Center and create opportunities based on the call.

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.

ROUTE: Call Center > Call Center Applications

NOTE: Before all transactions, all parametric definitions related to the Call Center must be made in Dashboard > System > Parameters. You can review the Call Center Page Settings and Call Center Parametric Definitions documents.


Application Listing

You can list the applications by using the filtering fields on the Call Center Applications page. If you click the “More” button, the filtering options will expand.


You can go to the application details by clicking on the application number or subject. You can click the “+” icon to add a new application and click the “Update” icon at the end of the line to update the application.


By selecting the box at the end of the applications and clicking the marked icon, you can download and print the application in excel, word, pdf format, send an e-mail and send it to the Workcube Output Center.


Registering an Application


1-Applicant: The current applicant is selected.

2-Application reported by: If the reporting person is different from the current account, he/she can be selected from this field.

3-Branch Office: The branch office where the application comes from is selected.

4-Priority: The urgency of the application is determined.

5-Process: Here we can understand at what stage the application is. E.g; Open, request received, notification made, etc.

6-Category: The category of the application is selected.

7-Sub-category: The sub-category of the selected category for the application is determined.

8-Sub Tree Category: If the selected subcategory is defined, the sub tree category is selected.

9-Contact: The communication method to be used during the application process is selected.

10-Reference No.: Reference number can be added.

11-Application Date: It is set as the date on which the recording occurred.

12-Acceptance Date: It is set as the date on which the recording occurred.

13-Staff: Staff can be chosen from here.

14-Responsible: If the region is defined in the details of the selected current account, the responsible for that region automatically appears.

15-Project: If the application is related to a project, the project is selected.

16-Campaigns: If the application is associated with a campaign, the campaign is selected.

17-Subscription No: Subscription number is selected.

18-Additional InfoAdditional information about the application can be defined. Additional information is managed from the Dashboard > System > Parameters > Additional Info page.

After filling the relevant fields, the details of the application are written in the text box at the bottom;


Application Detail/Update;

Incoming applications are listed on the "Applications" page. To update the application, you can click the "Update" icon at the end of the line. The detail page of the application will appear in front of you.


You can do the following with the help of the links in the upper right;


Add Time Spending;

If you enter time spending in the application, it assigns a time spending record to the current, subscription, project. In this way, you can see the time spending for the customer.

Similar Applications;

When you click on the similar applications link, you can see the calls that are similar to the application from the popup that opens. (Returns calls that are similar to the topic name.)

Add Follow Up;

In this field, follow-up notes about the status of the application are entered. Entered follow-up notes are displayed at the bottom of the page.

Add Service Application;

This link takes you to the "Service Application New Registration" screen. You can create a service record here.

Add Opportunity;

An opportunity record can be created for the application by clicking on the Other > Add Opportunity link. The added opportunities are located in the "Related Opportunity" section at the bottom right of the page.

On the right side of the page, there is the "Account Details" of the account that made the application. Just below are the “Subscription” and “Financial Summary” fields.

You can associate the call with a document in Digital Assets by clicking the “search” icon in the Documents section, or you will be directed to the Digital Archive to add a new document by clicking the “+” icon.

In the "Related Opportunity" section, the added opportunities are displayed.


The bottom section of the page shows the follow ups, content, and taks related to the application;


Follow Ups;

From this area, you can view the follow-up notes entered for the application. You can enter a new follow-up by clicking the “+” icon.

Content;

You can associate the application with content by clicking on the “Search” icon, or if you want to add new content, you can click the “+” icon.

Tasks;

From this area, you can open a task related to the application and observe the status of the opened task record. Click on the marked icon to associate it with a previously opened task record.


Call Center Dashboard

ROUTE: Call Center > Reports > Call Center Dashboard

Call Center Dashboard is a panel with indicators related to applications. It answers the following questions in the selected date range;

  • How many applications were received at which stages?
  • How many applications were received in which categories?
  • Who is the account with the most applications?
  • Which project receives the most applications?
  • Who is responsible for the applications?
  • How much time is spent on applications?


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