The IBOK (Interactive Point of Customer Services) enables your clients to  receive information about your offer;  purchase and activate a chosen service;  get access to personal accounts;  place an order;  report damages and get technical support;  handle accounts - invoice;  file a complaint;  receive confirmation or information about attractive offers by means of: return calls, e-mail, fax, mail or SMS.   Target group:   Individual customers and business customers   The internal tools applied:  Teams of Agents who specialize in servicing customers, and in the sale of products/services of a given business line and specific customer segments (e.g. mass, business, of specific requirements, difficult, VIP, foreign language speaking);  IVR System - enables an automatic service of customers, or their initial selection as to the kind of inquiry, subject of conversation , the language, value of account -(VIP customer/individual customer/business customer);  System of intelligent distribution of connections - directs specific connections to such Agents who can provide the customer with a full service (in such respect as: language, technical knowledge, extended access rights to the domain system resources, etc.);  Electronic script of telephone conversations - as a useful aid for agents in handling customers' objections;  Service Level (SL) and Service Factor (SF) - indicators whose correct planning and following enables to optimize operational results (e.g.: the maximum waiting time of connections with a consultant, number of received connections, etc.);  Electronic recording and filing of telephone conversations;  Electronic script of telephone conversations - as Agents' aid in the process of providing customer service;  Electronic system of current statistics control of the telephone traffic to IBOK (interactive point of customer service), as well as the maintenance of SL and SF indicators ( Open View );  Trainer and supervisor - people who support Agents' work;  Incentive systems for Agents - adjusted to the project's characteristics, in respect of the size of extra bonuses and rules of awarding;  Flexibility in adjustment of number of Agents - to suit temporary increases of telephone calls, so as to provide service to as many customers as possible;  Preparation of transparent reports of project results - delivered to principals in any agreed time intervals and in a chosen format.   The external tools applied - integration: Call center integration with the billing systems thanks to which the calling customer can verify the size of his debt, file a complaint or check his last remittance, while the operator can enter information acquired during the conversation directly into the system. Call center integration with the helpdesk system thanks to which the calling customer can get information on damages (the net, equipment), report emergency and establish the extend of service repairs. Call center integration with CRM systems which support the complex customer service and supply all the necessary information. Such solutions enable customer identification in real time on the basis of his telephone number, and before the operator receives the call, to screen the calling customer's personal data which enables the operator to undertake a competent conversation Call center integration with non-standard, external, domain systems - which service business lines of activities specific for a customer. The system of loading pre-paid cards can serve here as an example.   The integration with external systems can be performed through such technologies as: Web Service, Zapytania XML, Protokół ODBC, Protokoły dziedzinowe IP, http, MQ Series, other.   Other media employed in the process of outsourcing services:  e-mail/fax - servicing e-mail/fax orders or inquiries, a script level agent is responsible for sending an e-mail/fax confirmation of an order/ commission/ complaint to the customer and simultaneously to the Principal's appropriate forces.  SMS - sending out SMS message as a form of transaction confirmation, or information concerning complaint handling or occurring changes.  Mailing - printing, packing, addressing of letters (invoices) and posting them to customers who placed an order, conferred a commission, filed a complaint, during telephone conversations.     OpenView –  is an electronic system of a current rating of telephone traffic statistics to IBOK (Interactive Point of Customer Service) and maintaining of SL (Service Level) and SF (Service Factor) indicators. The advantage of this solution is its accessibility. The access to Open View enables to monitor service statistics of telephone traffic outside the call centers. Our customers have a remote access to the system on demand, through logging on an encrypted WWW page. Following a positive verification of the log and password you may, for instance observe: - the number of serviced calls in given time intervals - the number of missed connections (customers didn't get through to an Agent); - the number of queuing calls; - the number of logged Agents in given time intervals; - the level of performance quality indicators (SL and SF) in given time intervals; - the connect time of a telephone conversation; - the number of handled complaints; - the number of sold products/services; - the number if received calls.              services
The included parameters are not a business offer and serve only as information. Telbridge Ltd. reserves the right to changes. A representative of Telbridge Ltd. is ready to give detailed information.