The Pathway to Profitability for your Contact Center
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| The Phone House selects Presence Technology to enhance the quality of its telesales service |
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| Monday, 04 July 2011 00:00 |
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The company has implemented Presence solutions in its Jerez de la Frontera Contact Center to achieve their goals of excellence in customer service The company’s main goals were call automation and back office automation, which were often performed manually. To achieve this, Presence OpenGate was launched in a double platform for backup, as well as the following modules: - Presence Inbound and Outbound to manage call campaigns. - Presence Scripting for the development of scripts. - Presence Intelligent Routing for the intelligent distribution of interactions with end customers. - Presence Recording, which makes possible quality control of service. - Presence Reporting (Custom Report), to generate reports for quality control and redefine strategies if necessary. "Customer service is key for The Phone House. We selected Presence as our technology provider because we needed a robust solution that could adapt easily to the future growth of our telesales unit", says Gema González, Sales Manager at The Phone House. "With the Presence Suite we have achieved a substantial improvement in quality and a significant increase in the productivity of our agents", she says. About Presence Technology Presence Technology is a global software solutions specializing in advanced contact center to optimize resources and increase efficiency in the processes of interaction between companies and their customers. With a team of highly qualified professionals, the company has closed deals with numerous clients globally and has a network of strategic partners in Europe, Latin America, Africa and the United States to certify and support projects around the world. More information: www.presenceco.com Follow us on: www.twitter.com/presencetech www.facebook.com/presencetech www.linkedin.com About The Phone House Founded in Britain in 1989, The Phone House has over 2,000 shops around nine European countries (Spain, UK, Ireland, France, Portugal, Germany, Sweden, Holland, Belgium) and the U.S. In Spain, The Phone House opened its first communications center in December 1997 and currently has over 400 shops and over 2,500 experts in telecommunications. In addition to the sales of mobile phones and consumer electronics, the company offers value-added services and integrated the telecommunications operator Xtra Telecom. More information: www.phonehouse.es |
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