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Fidelity Call Center advances across Europe
The first half of the year has witnessed a number of installations of Fidelity Call Center in central European countries particularly in Holland, France and Germany where requirements have ranged for systems with as few as 4 simultaneous agents, up to those catering for more than 50 agents, multiple supervisor positions and made to measure outgoing call campaigns. In addition, these installations have been made on a variety of different PBX brands such as Ericsson, Siemens, DeTeWe and Alcatel.
One of the keys to the success of Fidelity has been its undoubted versatility, above all in terms of the configuration of groups and the applied routing rules, the integration with external applications, and the powerful yet intuitive form builder used mainly in conjunction with the Telemarketing module for outbound campaigns, which enables the screens used for questionnaires and marketing activities to be completely customized.
The example below shows a simple form used in a telephone survey about the smoking habits to be found across different age bands of the general public. The questions which appear on the agent’s screen will vary according to whether the answer to the previous question was Yes or No.
The specific campaign form appears automatically on the agents screen when the call is made
To date more than 100 installations of Fidelity Call Center and Fidelity Telemarketing have been made with an average of 15 agents or teleoperators per center, and in almost 40% of all cases some kind of integration or made to measure application was undertaken in order to take full advantage of the resources already available prior to installation. The businesses in which these installations have been made cover a very broad range of business sectors, demonstrating that in this day and age it seems there are very few companies or organizations that are not able to take advantage of a call center service in some way, whether it be internal or external. |
