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0% Call Loss - Pro Call Center Plug-in

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Agenda:
- Who is Pro Team Telecom Company?
- Samples of Our Clients
- Our Approach
- How to Achieve 0% Call Loss?
- Reports
- 5 Case Studies

Published in: Software
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0% Call Loss - Pro Call Center Plug-in

  1. 1. 0% CALL LOSS PRO CALL CENTER PLUG-IN Pro Team Telecom
  2. 2. AGENDA  Who is Pro Team Telecom Company?  Samples of Our Clients  Our Approach  How to Achieve 0% Call Loss?  Reports  5 Case Studies
  3. 3. WHO IS PRO TEAM TELECOM COMPANY?  Pro Team Telecom provides professional solutions for Private Branch Exchange (PBX), Internet Protocol PBX (IP PBX), Call Center, Interactive Voice Response (IVR), Voice over Internet Protocol Virtual Private Network (VoIP VPN), and Customer Relationship Management (CRM).  Pro Team Telecom was established at Egypt in 2011 by team of professionals working at telecommunications since 2000. Our staff experience has been built through their participation at 35 call center and 20 CRM projects.
  4. 4. SAMPLES OF OUR CLIENTS
  5. 5. OUR APPROACH Our products core engines (Asterisk & vtiger) are community-based not vendor-based like Alcatel, Avaya ..etc, so you have the following benefits:  Low price.  Very powerful products as there’re communities develop those engines rather than single enterprise in case of vendor-based systems.  Having many enterprises providing development; maintenance; and support rather than being tailored to a single enterprise as in case of vendor-based, but we guarantee that you’ll be happy with us and not go to any alternative.  Our systems are compatible with standard hardware (IP Phones, Headsets ..etc) rather than being tailored to a specific brand as in case of vendor-based systems.
  6. 6. OUR APPROACH (CONT.) Our Call Center, IVR, IP-PBX systems are software-based, so you can extend the system functionalities using software modules. Where for hardware-based systems, any extension requires a specialized hardware such as IVR card, Voice mail card ..etc. For our system, you’ll need hardware card only when you need to extend the phone lines capacity, while all other functionalities are extended using software modules.
  7. 7. HOW TO ACHIEVE 0% CALL LOSS? 1. For calls after the working hours, we have IVR that provides 2 options:  Divert calls to a mobile number, if there’s an employee assigned to handle those calls. If the employee didn’t reply the diverted call, the plug-in searches the customers database for the caller number:  If the caller number already exists, a ‘Call Back’ task is created automatically for the employee who is responsible about this customer to call back him.  For the new caller, he’s added automatically to the customers database, and a ‘Call Back’ task is created automatically for a sales man to call back him.  Enable caller to leave a voice mail that will be sent immediately by email to the intended employee.
  8. 8. HOW TO ACHIEVE 0% CALL LOSS? (CONT.) 2. During the working hours, the call may be lost before the agent answers it, due to error from the customer side or long waiting time at the rush hours, the plug-in searches the customers database for the lost call number:  If the caller number already exists, a ‘Call Back’ task is created automatically for the employee who is responsible about this customer to call back him.  For the new caller, he’s added automatically to the customers database, and a ‘Call Back’ task is created automatically for a sales man to call back him.
  9. 9. REPORT 1: ABANDONED CALLS
  10. 10. REPORT 2: DIVERTED CALLS
  11. 11. CASE STUDY 1. Real Estate company has 1 PRI and 20 agents, using our system, they saved the following calls from loss: 2. Real Estate company has 4 lines, at 7 months, they got 6,580 new leads by saving the abandoned & out-of-working-hours calls from loss. During working hours, 9 am to 6 pm 1080 abandoned calls at 66 days After working hours, 6 pm to 9 am 1702 calls at 66 days During working hours at Ramadan campaign, 9:30 am to 12 am 2170 abandoned calls After working hours at Ramadan campaign, 12 am to 9:30 am 1137 calls
  12. 12. CASE STUDY (CONT.) 3. Client has 12 lines, at 9 months; they received 122,075 calls, and had 16,625 abandoned and out-of-working-hours calls that generated automatically 12,646 unique new leads. 4. Real Estate client has 5 lines, at 2 months; they received 2,739 calls, and 582 unique new leads were generated automatically from abandoned & out-of-working-hours calls. 5. Client has 8 lines, at 6 months; 18,000 unique new leads were generated automatically from 27,000 abandoned & out-of-working-hours calls.

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