***any # phone number (10 digit number) in the CRM should not be visible to the agent or support (only right with the admin). It should be replaced with the ‘call button’ or ‘phone’ symbol.
As soon as an agent logs in, he/she will have to select the status from a drop down.
AVAILABLE/ MEETING/ BREAK ONE/ BREAK TWO/TECH ERROR. An agent can only receive a call if he/she is on Available mode.
An agent can only select break one and break two twice, means in a total of 4 times. After that they will be Grayed out and the only modes left will be AVAILABLE/ MEETING/ TECH ERROR
If the cursor is left untouched for more than 30 minutes, a log is sent to the SUPPORT AGENT and ADMIN
If the Total minutes of Break one/ break two exceed 50 minutes, a log is automatically sent to the SUPPORT AGENT AND ADMIN
If an agents selects TECH ERROR OR MEETING, the notification will be sent to the SUPPORT Agent and the admin.
A chat communicator in the bottom right, where an agent can only talk to the Higher authority, not with a Sales Agent or Technician.
Timer starts in the corner in green colour as soon as the call connects for every new contact # new number, if the call disconnects or the agent calls the same customer or the same customer calls on the same day, the timer will resume from the last conversation
If someone has completed the Available Time of 3 hours in a day he’ll be automatically marked Present in the Attendence sheet. This only applies for SALES AGENTS AND TECHNICIANS. OTHER ARE MARKED PRESENT AS SOON AS THEY LOG IN BETWEEN A SHIFT. LOG IN time starts as soon as the agent selects the Available status for the first time in a day. If accidently a system crashes the CRM will logout automatically or the CRM window is closed without logging out, a pop warning will not let them close till they first log out of CRM.
Except Admin, all other Ids will get disabled automatically if an employee doesnt logs in for consecutive three days (absent), if the admin marks a date as SCHEDULED HOLIDAY, it will not be counted as Absentism. It will only be released by the admin.
Each employee in the company will have an option to see the ‘calls in queue’ on real time basis.
MANUAL DIALING/Transfer Button/on hold/conference button is a necessary thing.
EACH SALES AGENT AS WELL AS TECHNICIAN will see the sales count TODAYS SALES & MONTHLY SALES on the screen as digital counters to monitor their progress.
Please bear in mind CRM should be in an autosave mode, any information stored should be recorded on real-time basis, even if the agents LOGS OUT and LOGS IN back later. So that no data is deleted if accidently the system crashes or etc. (but in the last of each form we can have buttons SUBMIT / CANCEL to wipe the information completely.)
CALL LOGS- each agent/technician should be able to view the call logs, (incoming/outgoing). So that if the agent has to call the last customer or yesterday’s customer, he can just click over the CUSTOMER’S NAME in the log and connect. The ‘contact page’ should automatically POP OUT of the customer the outbound call is being made to.
Search button to find any customer’s data manually.
FILTER Any data based upon any of the ‘fields’ ex. Date, amount etc etc.
‘SCHEDULE A FOLLOW UP’ button- if the customer is unsure, and wants a followup at a later stage, there would be a calender to select ‘date and time’ to schedule a follow up and agent will be notified of all the followup in the beginning of the shift and an hour prior to the SCHEDULED FOLLOW UP, he may extend the follow up if the customer is unreachable at a pre-defined follow up period.
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Hi, does it this app need to be part of an existent system? or is a new platform? Regards ------------------------------------------------------------------------------------------------------