To keep a customer is a mission so complex as to conquer him. Client retention is key to a successful business. Customer service has become an essential element in customer relationship management. Vocalcom proposes a wide array of functions human resource to treat and optimize traitement human resource management in order to better serve your clients.

Personalize your contacts

Because a recognized customer is grateful, native CTI (Computer Telephony Integration) allows you to personalize each and every one of your contact, by linking the caller's information to your database. Simply recognizing the caller's phone number or by IVR identification, the caller information is sent to the TSR's screen at the same instance as the call, personalizing the call, saving you time and money.

Optimize handling time

With the Hermes.Net's Interface Designer, you can easily customize the application interface for your agents, adapted for their specific needs. To help you in the conception, an objects tool which includes: combo boxes, text and numeric fields, credit card information with real time verification, question and answers, objections, rebuttals, ...
These tools allow your agents to efficiently treat their calls in a timely manner providing superior quality and enhanced customer service. Furthermore, actions like sending emails and faxes can be generated automatically, saving time and considerably reducing back office expenses.
The easy-to-use X'Voice interface allows you to easily create your IVR scenarios. You can design your IVR's to redirect and address your calls to proper agents with suitable skill sets. These intelligent routing scripts can be used while the calls are in queue, during overflow solutions, closing time or in order to treat your clients 24/7. Furthermore, IVR's can be used for your agents to send callers through an interactive menu in order to complete their calls. The clients can access these automated interactive voice menus while the agents can continue to process other calls.

No more lost calls

A client that's hangs up is a disappointed customer and perhaps even a lost client. In order to optimize your quality of service,Hermes.Net offers a number of functionalities that allow you handle almost 100% of your calls.
Each individual campaign is configured via a direct inward dialing number (DID). As soon as the calls hit the ACD it will play a personalized greeting message for each individual campaign. If an agent is available the system will then send the call. If there are no available agents, the system can prompt the caller with an estimated wait time and push the call into a queue. The client can choose to wait or leave his telephone number for a call back. The call back feature can increase your service levels by 30%, eliminating abandon calls.
Five abandon solutions are available giving you the opportunity to adapt specific criteria's to each one of your services and answer your calls promptly.
The native call blending feature gives your agents the ability to work on outbound campaigns when there is no inbound traffic. Considering the web enabled Hermes.Net interface you can reroute overflow calls to remote Contact Centers using the same platform and applications while consolidating your resources and managing your calls.

Skills Management

Properly managing your human resources can be a very complex task in a Contact Center environment especially when you need to manage a large number of teams including their skill sets, profiles and options.
Hermes.Net gives you the ability to manage agent's skills «Skill Based Routing». This feature is simple yet powerful and allows you to manage your agents efficiently. 255 different levels of profiles can be set, for multiple groups or individuals.
Each agent has a priority level on each of their assigned queues as well as individual skill sets. This multi level profiling gives you a second level of skill based routing to properly treat each call to the appropriate agent. These definitions can be set for each queue regardless of the media: inbound calls, email, SMS, fax, ...

Supervising Teams and Queues

Real time management is essential for proper customer service. The Hermes.Net supervisor is equipped with an interactive web based interface giving you the tools to properly manage the contact center activities.The supervisor interface displays the status of the multimedia queues, average wait time, service levels, and talk time for each call. Calls peaks are immediately detected giving you the ability to react accordingly.
Thanks to the web-based Hermes.Net Contact Center Solution, a simple Internet connection is enought to access the supervisor, administrator and reporting, wherever you are. You can supervise, manage and administer your Contact Center simply and efficiently.