Pridis can with its application Florin 6 also help increase the accessibility of your organization:
• fixed and mobile call flows mapped
• clear access reports
• trend analysis reachability
• better matching front and back office
A call usually means the customer's primary contact with an organization in addition to other forms of communication currently available.
Organizations with many customer contact are therefore passed to the establishment of call centers that are actively managed on accessibility. There are also organizations such as municipal authorities in recent years have introduced the concept of shared service. For the customer was considered a Customer Contact Center (KKC) arranged at a distance from the back office. Its aim was to provide customers with particular phone more quickly and the pressure to reduce the back office.
The reality of the telephone became accessible otherwise. The reports of "All our staff are busy" and "Please wait" get you down familiar. The accessibility of many organizations show the last time the test of criticism can not stand. However, poor accessibility undermining customer satisfaction and increases the risk of losing customers. In contrast, an optimal telephone accessibility for you, "Unique Selling Point (USP) can be applied!
Most companies realize the poor are only available by phone when customers complain. Bottlenecks are difficult to identify because accessibility does not end when the central number. In practice, a complex problem to see where the accessibility throughout the organization plays a role. We can not reach an employee in the back office to handle a call to the stand in the way KKC. Short telephone accessibility addition to the central issue of your organization related to the extension numbers, group numbers, single numbers, numbers of mobile phones etc.
Both the conventional and modern PABX IPBX offer a variety of functions to the accessibility to match the needs of your organization. It can also be a link to the mobile environment. "Forced on PBX. Technically and functionally nothing seems impossible when it comes to organization and staff by phone. The fact remains that in many cases the limit of "span of control" in many large organizations is exceeded.
When it comes to telephone accessibility expect a customer within an acceptable waiting at least an initial interview to be understood. This is quite apart from getting an answer to a question an example, a complaint or a comment. The passing of an interactive voice response system (IVR) by the customer, said the less experienced as acceptable. This also applies to any diversion after an initial verbal contact. All this goes for telephone calls between employees within your organization.
Irritation occurs at such long delays, find a busy tone in "coming out in a voice mail box or eg repeated forwarding. When the voice mail box, the promise of a return belactie may still find understanding.
A series of situations which can outline the accessibility by the caller is felt to be insufficient. In every organization, the accessibility issues are perceived differently, however.
Pridis offers with its application Florin 6.5 an objective support in finding bottlenecks in the accessibility of your organization. Call flows can be visualized. Calls and call flows can be analyzed with delays, "in busy" situations so visible. Providing for comprehensive standard reports on the most important Key Performance Indicators (KPIs) around accessibility. Additionally you can to fit your own organization, KPIs to identify the accessibility monitoring