I. call center Development of Express Industry

Express logistics industry with the continued progress and the changing pattern of competition, at present, delivery of the call center industry is in need of the state as follows:
Foreign capital into the domestic market giant portable this tool, service standards in line with foreign countries is to seize a significant market;
With the growth of the Chinese Express industry , begun to focus on services that have become part of the express delivery companies such as House, Shun Feng has been established call center, unified under a single, efficient and customer retention is very high;
Large number of Chinese-funded private courier, in particular, by the way to joining the Express-based, as the investment is the main point of all business groups to join. On the one hand, some companies also are not aware of services essential for the survival of the express company the role is still the problem-ridden woodenly customers complain about the general state of the other part of the company is suffering, in the face of high construction costs, call center only for the time being patience, a reluctant, but also make a resolve to be launched as part of the general call center companies, call centers found that their business processes can not be closely integrated, the effect of greatly reduced.
According to a survey of the situation analysis, a near end-point of the Express, the daily volume of orders received over 600 votes when the demand for call centers will be greatly increased, and at this time matching the call center application and business information systems can be multiplied to business growth.
Thus the high cost associated with the industry is the lack of the characteristics of small and medium-sized private courier companies eager to call center system and the main reason for frustration.

Second, our program will address the following questions you



 

 

 

Third, how to overcome the headache problem?

1, the operation of customer information

Customer information database, allows you to dynamically update the customer information, do not have to worry about customers not know the situation of the company; salesman left, the salesman immediately name search customers as soon as personnel changes in the notice of customers, reduce customer churn.


2, field staff arrangements

SMS notification field. Customer telephone orders, the weight of goods recorded in the specifications database, the next single after selecting District Customer pickup, and gently point, customer data and information on all goods sent to pick up the phone staff is not forgotten, no longer confused.



3, personalized telephone service

Customer calls, according to numbers, automatic pop-up customer information, customer service personnel at the first time the names of the customers, and customer database entry immediate, dynamic updates. Allows customers to experience the unique warmth of service.



4, telephone distribution, extension carry

Telephone queue, accompanying extension. Company busy switchboard, customer calls into the system queue, listening to music waiting for customer service temporarily idle. If a customer hang up, free customer service to be reminded after the first complex plane. Customer left, accompanied by the adoption of extension, transfer calls to their mobile phone, the customer calls will not fall apart.



5, Express Data Management and Statistics

Management to adapt to a variety of checkout, the monthly statement, it is convenient to pay inquiries. Royalty management easy, according to each set of pieces of Collection and Delivery
Recipient, and automatically deduct a percentage breakdown of the end, direct print, no longer by the accounting. Administration is simple and convenient transportation, waste
Significantly reduced.



6, telephone service monitoring

Telephone recording, telephone surveillance, forced transfer, so that you can control or check the customer service situation, and ensure consistent quality customer service.



7, conference call

50 to call the meeting to give away your car came without the deployment, meeting a variety of simple ventilation. Significant savings for your organization time and money on fuel.


 

 


Fourth, the system structure

ISE call center system includes: ISESERV system server, ISE CALL system software platform, terminal seating configuration of three parts.
The overall structure of the system as follows: