| Name of Service Items |
Description of Service Function |
| 400 No. |
Provide various 400 Numbers operated by China Netcom, Telecom and Tietong. The 400 No. can be dialed by all kinds of communication tools with national unified access. |
| Telephone line access service |
Provide multi-telephone lines access services |
| Intelligent Distribution of customers’ inbound calls (ACD) |
Inbound calls (Internet Voice call) can be intelligently distributed to proper agents according to callers’ requirements. |
| IVR (Interactive Voice Response) |
Supply information exchange services between and customer business database and call operation. This service has additional charge. |
| Pop-screen with callers’ information |
Callers’ information will be displayed with incoming calls. When the customer is calling, Qitongbao will list caller’s identity, number, place and historical call information, etc. |
| Automatic voice navigation |
Incoming calls has set complete voice menu to guide customers choose needed services and items. |
| Automatic voice response |
After getting through, customers can replay the set audio information |
| Dial numbers on the screen |
The PC termination has the function of direct dialing on the screen. |
| Call transfer |
Inbound/Outbound calls can be transferred to other staff, other telephones and branch numbers. |
| Staff working status |
Staff can set their own working status, like coffee time, handle, hold, etc. |
| One-key transfer function |
When the voice is not clear enough, staff can transfer the call to bounded mobile phone or fixed phone by click one button. |
| Recording services |
System provides recording functions to all calls. Staff can listen on theirs own. Meanwhile, the manager can listen, download and delete recordings. When there is contract dispute, recordings can be provided as evidence. |
| Reporting services |
Provide complete, real-time and systematic call reports, and staff work load reports. |
| Real time control of staff working status |
Provide real-time control function of staff working status. |
| Intelligent routing |
Based on enterprise’s business demands and according to intelligent routing strategy, realized intelligent routing to distribute unified accessed calls to proper staff. |
| Web click call |
Provide answer services to business-keyword-based web click call |
| Name of Service Items |
Description of Service Function |
| Customer data distribution |
Distribute the collected customer information to salesmen. And control, record, analyze salesmen’s achievements. |
| Telemarketing skill training |
Record excellent telemarketing staff’s typical communicating calls. Share recordings with green hand and other salesmen to have real case sales skill training |
| Working status monitoring |
Monitor all telemarketing staff’s working status in real time |
| Telemarketing workload statistics and analysis |
Calculate and analyze all telemarketing staff’s workload in real time |
| Name of Service Items |
Description of Service Function |
| Intelligent distribution of customer service requirements |
Based on service staff’s skills and workload, intelligently and equally distribute customer service requirements |
| Customer service skill training |
Record excellent service staff’s typical communicating calls. Share recordings with green hand and other service personnel to have real case service skill training |
| Service status monitoring |
Monitor all service staff’s working status in real time |
| Service workload statistics and analysis |
Calculate and analyze all service staff’s workload in real time |
