Technical consultation on the automation of the
operations of the Call/Contact Center of TKE 18192
TKE is a Greek Marketing and
Management company providing a wide range of technical services and support
since 1992. TKE currently interacts with its customers via the phone number
18192. TKE runs a network of cooperating technicians specialized in all major
areas of Home Improvement and Repairs. Recently, TKE has decided to expand its
area of activity introducing new services for people, the distribution of
selected products and by offering special errands to its members.
The expected increase on demand was calling for a major upgrade of its
information systems infrastructure. Forward e-business provided
technical consultation on the acquisition of an integrated system for the
automation of the operations of the Call/Contact Center.
Forward e-business proposed a state of the art
Call/Contact Center application with the capability of placing campaign
specific outbound calls, enabling intelligent routing for inbound calls and
performing voice recording.
Forward also indicated the need for an IVR system enabling customer self-service
thru voice menus, an intelligent routing tool that ensures customers will
receive the right level of service from the most appropriate agent, plus a state
of the art supervision and management tool.
Expected benefits emanating from the new system:
1) Increased customer satisfaction & retention
2) Improved quality of overall services rendered
3) Improved relations with partners & equal
distribution of work
4) Enhanced customer relations management
5) Reinforced decision making
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