Management Summary

Service numbers are some of the most important instruments of advanced customer communication and are the hallmark of your company. Poor accessibility for your customers or downtime of the service does not only mean loss of income but also adversely affects the support and loyalty of your customers. The larger a company, the higher are the requirements for a service number and its perfect integration with the business processes. In order to meet the requirements of a large number of callers with various requests, you should make a pre-selection as differentiated as possible in order to forward the callers directly to the right contact. Customer Control offers you these optimal preconditions.

Customer Control is an ideal instrument to deal with complex routing situations. If you offer more than one service number, your administrative costs will be reduced significantly by this tool. You can deal quickly and with minimum effort with frequently repeated application scenarios. Customer Control assists you with functions that are tailored to greater requirements: routing elements configured by you for a specific service number can, for example also be applied to other service numbers as a template by quickly copying them across those numbers. You can also take emergencies into account in your routing plans or define routing plans which will become active later, i.e., with a time delay. Customer Control provides you with the flexibility to configure and conveniently handle even complex traffic routing scenarios, offering the highest level of security at the same time.

The core element of Customer Control is the central overview screen which shows you all the key data and functions at a glance. The page consists of four windows in which you can manage your routing, construct it step by step and administer all routing elements. The routing plan is constructed modularly: you define initially the individual elements of the routing plan for your service number in a few, clear and easy steps and you then combine these elements into a routing plan: you define the phone numbers of your call destinations and any time restrictions you may wish to apply first. Afterwards, you can make additional entries regarding the geographical origin of the calls and specific call distribution quotas. The individual elements are combined to form a routing plan using a drag-and-drop function and made available for activation. (Activation can happen immediately or at a later time.) This routing plan, i.e., the traffic route, is represented in a clear tree structure.  

As every single Customer Control element is stored as an individual module, you can re-use and re-combine the modules for further routing plans. This considerably increases the amount of flexibility in the service definition.

Some of your benefits with Customer Control:

• Flexible adjustment of your routing plan to existing resources

• Efficient staff deployment planning through targeted control of the call volume

• Fast and reliable control of complex routing scenarios

• Changes to all elements of your routing plan at any time of day – immediately or with a time delay

• Fast definition of your routing plans through template-based application across phone numbers

• Convenient administration of routing trees based on the drag-and-drop principle

• Fast and flexible activation of stored emergency plans

• Intuitive user navigation thanks to a clearly structured graphic interface

• 24-hour online access

Routing under control with one tool

You use service numbers in order to be able to provide your customers with optimum support and reinforce customer loyalty.

Whether in the case of emergencies, at peak times or in normal operation: with Customer Control you can very easily change the routing plan of your service numbers from your own PC. This is independent of service hours, 24 hours a day and 7 days a week. If your hotline or your contact center is overloaded, you can adapt your routing directly and in a matter of seconds. You are better able to manage peaks in the number of calls, you can increase your accessibility and ensure optimum capacity utilization. You can select incoming calls according to various criteria and thus incorporate your customer service numbers into your business processes effectively.  

In addition to call distribution by region (origin-dependent routing), calls can also be routed according to time windows (temporary and periodic) and capacity (selective, percentage, diversion and restriction). You can increase your accessibility and ensure an optimal load sharing between your locations and/or agents. In addition to this, you can customize your service even further with caller lists and personal identification numbers (PIN) or various direct dial options. You can, for example, use the caller lists to create different customer groups and thus provide exceptionally good customers with an exceptionally good service.

In order to make your work easier, you can create templates of individual elements, such as catchment areas or destinations, or even entire routing plans. The templates are valid within a group of service numbers in each case. Parts of the template can then be easily copied to individual service numbers of the group.