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Call Center Design

 

The call center design process begins with analyzing and characterizing your activities.
We then recommend one of two options:
 

Operating the Call Center at Your Offices

A call center located in your organization’s offices would be based on IP technology.
The communication system operates on the principle of remote management and is handled by a single, smart Computer Telephony Integration (CTI) voice communications and multimedia system.

 

What else does the system offer? Full control and administrative tools, with browser-based access allowing access and data control from anywhere at any time.

And that's not all: The system can manage a large number of representatives, as well as various queues, routing calls to representatives according to skill-based routing (SBR) principles.
 
You decide if the routing is based on caller priority settings, or on the skill level of the representatives.
 
During the design process, we recruit, train and manage a group of skilled workers who will act in accordance with Bezeq OnLine’s operational approach.

“The high level of the technology, operational management and human resources provided by Bezeq OnLine contributed greatly to the success of our undertakings…”

Eyal Yechiel, Director of Marketing, Egged