| Home > Services > Call Center |
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| CSD Introduction |
- Customer Service Desk (CSD)
- An interface between the company and its customers
- Provide service by responding to user's technical questions
- Ensuring that the customers receive adequate level of service
- Provide service 24/7 for various countries across the globe.
- CSD handles queries via:-
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Inbound calls
- Outbound calls
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Voice mail
- E-mail
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Customer Requests through the Customer Request Tracking System (Customer Portal)
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| CSD Responsibilities |
- Handling queries like technical, connectivity and application issues from various hosiptals (sites) and research centers
- Follow and practice guidelines setup by the company.
- Follow-up on queries until they are resolved & delivered to the customers
- Prevent problem with proactive communication
- Upgrade/Maintain up-to-date online knowledgebase (FAQ)
- Escalates cases to Level 2 Support if a given case scenario is not under the scope of the CSD (Level 1) to resolve the ticket. The ticket will be forwarded electronically to the Level 2 incident tracking system.
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| Process Flow |
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| Network Solution for ORS |
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| IVR Reports |
Reporting server with 150 features available for reporting purposes.
Reporting Server feature are:
- Total Calls
- Answered calls
- Unanswered calls
- Area code breakdown: (for answered and lost calls)
- Inbound ACD call attempt
- Call distribution
- Agents
- Outcomes
- Call details
- Lost calls details
- Real-time center analysis
- Real-time agent’s page
- Real-time visitor’s page
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| Web CRM |
WebCRM is IGI’s proprietary CRM tool. This is accessed over the internet using standard browser (IE 6.0 and above). All the registered users are given access to the site. This customer support software manages customer tickets from submission to the stage of resolution.
WebCRM is a Case Management System with the ability to:
- Search for an existing ticket
- View ticket
- Create/Add a new ticket
- Edit an existing ticket
- Reopen the existing ticket
- Add new call to an existing ticket
- Generate Reports
- E-mail notifications
- FAQ’s
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| CSD Training |
Customer Service Desk resources would undergo a pre-process training before go-live which includes significant topics like:Call Center Skills – Accent, Introduction on the cultural norms, etc.
Client handling skills- Communication skills
- Level 1 Technical training
- Listening skills
- CSDs are given the customer specific Calling Scripts & E-mail Template which would be used during the process.
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| If you would like to learn more about this service -- click here. |
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