Starting of the week, I had another meeting with my boss Mr. Jeffrey. This meeting is regarding the follow-up work from the week before. We were asked to construct a more detailed call flow with more sub-category. Again we were briefed about the call flow, Superceed IVR, Call distribution Strategy.
We had to anticipate Q & As for Phone Explanation and create a call flow option branching out from Press 1 for Sales and Press x for Customer Service that will provide automated explanation users.e.g. Press 1 for Sales > Press 4 for frequently asked questions.
Press 1 on how to signup
Press 2 on how to make a payment
Press 3 on activation process
.
.
.
Press 9
The key here is to create another option named : "AUTOMATED GUIDE" where it will be useful for customers who calls after office hours. In this automated guide options, the frequently asked questions (FAQ) will be listed together with the answers as well.
After creating those questions, again I converted the text using text-to-speech and also used my own voice in creating the speech in BAHASA MELAYU. This is because the TTS software for bahasa that is available is not up to standard of today's world. The same process of attaching these speeches into the system and creating a call flow continues.
Some of the examples of FAQ :
How to qualify as a reseller?
Sign up as a Member for Package B for 6 months, subscribe to UNICEED Network Builder Tools @ USD 19.99 per month
What is private label opportunity?
Enable you to brand the powerful capabilities of UNICEED according to your own private label by running a high potential Unified Communications business. Market the services and get the reward.
Other than that, I had to create the CAT and SUBCAT for the overall call flow. This cat and subcat is very important because it shows the attributes of the available agents in the contact centre.
Example :
Once I am done with the agent profile, entry of agent attributes into manager admin panel was done. His registration was done in the Superceed Virtual Contact Centre website which would be www.superceed.com/vcc/inbound. Each agent will have their own profile. In this profile, each agent’s attributes will be listed. For example :
Agent A : Language spoken : English, Malay, Tamil
Specialised on : Marketing, Technical Assistance
Agent B : Language spoken : English, Malay, Mandarin
Specialised on : Billing, Marketing.
This registration can be done using this steps :
1. Click on "Supervisor/Agent"
2. Click on "Add New"
3. Create the agent profile K1, K2, K3 etc
Figure : List of registered agents using Superceed.com
Figure : Attributes of the agents. Each agents will be specialized in something.
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