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Callcenter problem and solution question

Posted: Fri Aug 26, 2005 2:40 am
by visionmaster
Hello together,

Our companys intranet is based on a PHP and MySQL-system. We have call center agents(cca) who call companies and sell different service products. Our objective is to develop a customer friendly service system. The cca should call the customer twice a yeae and support the customer, ask if the customer has any questions, needs help or eventually has interest in further products.

One option is to send the customer an email with a link to a webpage, where the customer has to enter his individual produced password. The problem is of course, that if the customer enters the webpage with the new password I can actually log that the customer has entered. But this does not mean that the customer has actually been called by the cca!

So what possibilities are there to track if the cca has actually made a service telephone call with a customer?


Thanks for your help!

Posted: Fri Aug 26, 2005 4:36 am
by s.dot
Have a flag that tells whether the customer has been called or not?

1=called, 0=not called

When a CCA members calls a client, have them click a button that marks them as called. This button will run a query to update the database and update the clients status to 1 (called)

Posted: Fri Aug 26, 2005 6:32 am
by feyd
Depending on how your PBX works, you can often hook into them in some fashion and analyze the call logs. This would help automate the "called" flag. Although the employees may not like it since it would also, in some part monitor all the communications.


Moved to Theory and Design.

Posted: Fri Aug 26, 2005 8:01 am
by visionmaster
scrotaye wrote:Have a flag that tells whether the customer has been called or not?

1=called, 0=not called

When a CCA members calls a client, have them click a button that marks them as called. This button will run a query to update the database and update the clients status to 1 (called)
That's not the solution, since the cca member can click "called" even if he/she hasn't contacted the customer. And since we are planning a new commission based on many factors, among other things if the cca member has done a service call or not. If you don't do your service calls, you are non fulfilling our expectations, your commission is lower. So giving the cca the possibilty to change this status is absolutely not possible!

Any other ideas?

Thanks,
visionmaster

Posted: Fri Aug 26, 2005 2:25 pm
by feyd
did you read mine? :)

Posted: Sat Aug 27, 2005 6:04 pm
by visionmaster
feyd wrote:did you read mine? :)
Sure I did. Well, outsourcing the problem to our telecommunication system seems to be the only possibility. At that is exactly what I wanted to avoid...

Thanks,
visionmaster