Info Service - Expert Hotline
OVERVIEW
The software system is created to serve information providers. An information provider company supports customers/consumers who need information about various problems. The customers call the company phones and the software (INFOSERVICE) helps the operators on the phones. EXPERT HOTLINE software supports the expert hot lines calls. The whole system supports the personal consultations, sending materials via e-mail, fax, and standard mail as well.
INFO SERVICE - EXPERT HOTLINE (IS-EH)
Strategic goals
- For usual consumer questions a standard procedure is provided, i.e. the communication with the customer follows some pre-assigned processes, which on the one hand shall satisfy the consumer, but on the other hand is timesaving for the service provider.
- The high qualified consultants are relieved from irrelevant calls, they are not any more giving general information. Their time is not available free of charge any longer.
- The specialists are reachable only with a special aim. There are references to the individual consultants in the general folders. The consultants are reachable only through the value-added lines. There are references for these special telephone numbers also in the IS.
- The incoming calls are classified.
- At the beginning consumers get standard information materials (folder). This folder contains all offers of the provider and the list of the payable (value added) consultants' telephone numbers.
- The most often required specialized publications are also sent directly.
- This type of sending is linked to the existing structure of "single article sending".
- The potential interests towards the products of the provider are summarized.
Main requirements satisfied
- The duration of a single call is kept short (a call per minute handled at not more than 3 working places).
- The dealing with the program is simple. The developed communication procedures are supported by the program.
- With the purpose to get the wanted result there are preset conversation procedures to be held (such as: no specialized data presenting, sending of standard information material, input of address, input of keywords for statistical classifying of similar calls).
- The program course corresponds to the standard telephone call in IS.
- The rate of the program activities is in conformity with the necessary rate of the process flow (e.g. short waiting time for the database access).
