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Call Center is interaction centers consisting of software, hardware, human resources and workflows through which institutions carry out their communication with the people or institutions they are in contact with. Workcube allows Call Center employees to quickly access customer, service, warranty and support accounts, etc. It offers a special interface that allows users to access information, save sales opportunities, take orders, answer questions and problems, record problems, and develop cross and vertical sales. It allows Call Center employees to communicate with customers via voice, video and text.

Call centers first emerged in the late 1960s as a means of conveying requests and complaints, and over the years, they have maintained their continuity as a frequently preferred service all over the world. It plays a critical role, especially in increasing the interaction of customers with companies and the speed at which companies return to customers.

Thanks to detailed reporting, managers can follow Call Center trends and performance in real time. 100% integrated with other Workcube modules, Call Center turns into a contact center application from start to finish. In this way, it ensures to always provide high quality and consistent service to customers.

Whether the customer orders from the web or a mobile device, Call Center employees quickly access customer information and provide service. All of these return to you as satisfied customers and large amounts of orders.

Call Center Functions

Shortens the customer service time.
Reduces the burden of calls by providing self-service to the customer.
Reduces the burden of calls between channels.
balances the workload
Allows employees to use the module with a short-term training.
Increases vertical and cross-selling opportunities.
Enables recording of important demographic data about the customer
Enables customer requests to be processed more effectively.
Enables call center employees to provide better service by increasing their knowledge level
Quick response to service requests and complaints through all channels
Support accounts tracking
Literature access
Incoming/Outgoing SMS tracking

In order to perform operations in the Call Center module, you must have authority in the module, processes and transaction categories.

Authority Groups

Control Panel > System > Security > Authorization Groups

In order to perform operations in the Budget module, the user must first have authority to the Call Center Module under CRM in the Authorization Group he/she belongs to. If the user needs to see reports related to Debt Receivable Management in Standard Reports outside the module, the Report User box should also be checked.

Hint: For detailed information about authorizations, see the Authorization Groups document. You can review it.

Process-Stages

Path: Control Panel > BPM > Processes

In order to manage Call Center Management operations, firstly the process is defined and then the stages are defined. Stages; It is the operation of an authorization-approval mechanism where certain users are given certain powers. You can define more than one process group in the process stages and assign predetermined positions to these authority groups. Thus, a position may be authorized at one or more stages of one or more processes.

Processes used in Call Center Management;

Call Center Applications

Tip: For detailed information about the processes, you can review the "Process Management and Workflows" document.

Before Use First

General settings are checked.
- Company flow parameters
- Company definitions
Parameters are entered.
Workflow and processes are designed.
Authorities are given.
- Module Authorizations
- WO - Page Authorizations
- Record Restrictions
- Company Authorizations
- Branch Authorizations
- Process Stage-Workflow Authorizations
XML settings are made.
Page designer is edited.
Output templates are added.

Call Center Job Functions and Implementation Steps

Modülü %100 kullanmak için aşağıdaki implementasyon adımlarının tanımlanması ve set edilmesi gereklidir.

Add Complaint Category / settings.form_add_g_service_app_cat Param Wiki

Çağrı merkezi başvurularında ilgili başvuruyu sınıflandırmak için kullanılır.

Add Priority Category / settings.form_add_priority Param Wiki

İşlerin önem düzeyine göre sınıflandırılması için tanımlanır.

Complaint Sub Categories / settings.form_add_g_service_app_cat_sub Param Wiki

Çağrı Merkezi başvurularında kırılım kullanarak sınıflandırmak yapmak için kullanılır. Öncelikle şikayet kategorileri tanımlanmalıdır.

Complaint Sub-Tree Categories / settings.form_add_g_service_app_cat_sub_status Param Wiki

Çağrı Merkezi başvurularında kırılım kullanarak sınıflandırmak yapmak için kullanılır. Öncelikle şikayet alt kategorileri tanımlanmalıdır.

Complaint,Additional Info / settings.form_add_info_plus Param Wiki

Ek bilgiler, ekranlar üzerinde yapılan kayıtlara ait, o kayda ilişkin detay ya da spesifik olarak eklenmesi gereken bilgiler için kullanılan bir fonksiyondur.

Document-Form Templates,Call Center Applications / settings.form_add_template Param Wiki

Belge şablonları bilgi kayıt, ekleme, cevap ve takip notlarının hızlı, kolay ve standart kalitede girilmesini sağlamak amacıyla kullanılır.

Page Designer,Application Detail / call.list_service Page Designer Wiki

Call Center çalışanlarının hızlı biçimde müşteri, servis, garanti ve destek hesapları vb. bilgilere ulaşmalarına, satış fırsatı kaydetmelerine, sipariş almalarına, soru ve problemleri cevaplamalarına, hata/sorunları kayıt altına almalarına, çapraz ve dikey satış geliştirmelerine imkan tanıyan özel bir arayüz sunar.

Application Detail,Page Settings / call.list_service Xml Setup Wiki

Call Center Applications,Process Design / process.list_process Process Stage Wiki

İş süreçlerinin tasarım ve akışlarını oluşturur.

Output Templates,Application Detail / settings.form_add_print_files Output Template Wiki

Kaydedilen belgelerin çıktılarının alınması için kullanılır. Standart şablonlar seçilebilir ya da özel şablonlar eklenebilir, ayrıca şablonlar yetkiye bağlanabilir.

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