Smart enhances service with computer telephony
Balita News
MANILA, Nov. 15 (PNA) - Leading cellular telephone company, Smart
Communications, Inc. has adopted the Computer Telephony Integration
(CTI) to enhance its customer service.
CTI merges the power of computer with ordinary phones and allows
the company's customer care officers to deal with subscribers in a
personal manner.
The innovation is a boost to Smart's Call Center in providing
prompt service to customers.
When a Smart Gold GSM subscriber calls the GSM Hot line through
"888" on their cellphones, CTI would not only identify the caller but
would also link the call to a subscribers database and the billing
system.
Details specific to the subscriber are instantly displayed on the
computer screen of the customer care officer attending the call. Thus
too, callers are warmly greeted by their names,
Alex Caeg, head of Smart's Customer Care said, "Our goal is to
handle more transactions -- answering more queries and attending to
more subscriber concerns effectively and in a timely manner in order
to maintain a high level of customer satisfaction."
At the moment, a number of call centers in the country are still
linked to a customer database. Clients calling for information are
advised to call again as the data they need are yet to be searched.
In the country, Smart is the first telecoms company to implement
the CTI for is GSM.
With CTI as a platform, call centers can evolve a range of
transactions from answering customers concerns on-line to providing
information on product features and functions, account balance to
closing sale.
CTI is expected to transform the traditional call center into a
"self-service operation allowing customers to obtain information or
complete a transaction with or without speaking to a call center
representative.
Smart's customer call center uses a wide array of technology such
as routing of calls to the call center representative best suited to
handle the transaction, access from a web site, fax-on-demand and
interactive votes response (IVR) systems.
These help guarantees provision of effective and timely
information and services provision to the customers. (PNA)
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PNA 11151137