Customer Interaction Center (CIC)
The aim of a call center is always increasing customer satisfaction by:
• Use of efficient technology
• Specially trained telephone workers
A CIC is technically the combination of telephone PBX, computer and database systems to allow the service staff all relevant data (customer data) can see at once. This service employees, specifically for the customer service call center have been trained to act as a group of agents who charge for handling customer's phone inquiries.
Problem management
It includes standard steps for structured diagnosis and treatment of service cases using a problem-solving database.
Service Management
The Service Management manages the contractual arrangements with the customer and allows for classification and evaluation of services available at the respective contract.
Internet Self Service
Thus the client is given the opportunity to solve problems themselves, e.g. means of support information on the website.
Field Service
Field Service is the service technicians in the field in the administration of incident reports (reporting of claims reporter, working hours, expenses) and in troubleshooting technical problems (documentation, troubleshooting databases).
Service Analysis
With service analyzes the quality of services through service activities can various parameters are monitored, for example, about the amount the caller, prior to contacting a call center agent hanged (the receiver). |
