Process
Delivering a service that consistently delivers the desired results requires process. Without process the outcome is likely to become a random event, dependent on individual agent behaviour. With established process commercial decisions and changes can be made to address issues as they arise to ensure the right results are delivered.
CCPro™ enables the development of bespoke processes in the script with key decision-making points and further process for each of the potential outcomes.
Developing the script flow you to ensure consistent delivery at the standards required and becuse you have control of the delivery you can change the script in seconds where performance, regulation or stakeholder requirements necessitates.
Call recording
CCPro™ will (at your request) record all the telephone calls and data communications and assign the record to the individual dataset to ensure that you have a comprehensive contact record for use in quality control, training and dispute resolution.
Data
Key to any management process is data. CCPro™ will present the facts to you as they happen.
Our solution has a comprehensive range of data sets covering the most reportable dynamics and if you need to change terminology or the data presented, we have the flexibility to achieve this. CCPro™’s Intellectual property is owned by us, using our own development resource, we can make changes unique to your business.
Data flow
As the author of the programme and the holder of the Intellectual property, CCPro™ can be tailored around your business. Data can be fed into the portal to drive your campaigns using data uploads, direct input or through an application programming interface (API) – and equally, subject to your computing arrangements data can be fed back to your servers.
