Running a large contact center of a global company with a multi-lingual team can be a big challenge. However, numerous professional services are created to help enterprises cope with hardships. Our experts prepared a set of key services to help you manage an international contact center smoothly and flawlessly using the wide functionality of the Webitel platform.
The Calendar service allows you to manage time and work schedules for various support teams in different countries. It is one of the main parameters responsible for the correct contact center work because different countries or even parts of countries usually have their own laws and rules that define how companies should operate. This includes opening hours, holiday schedules, peculiarities of work on weekends, employee work conditions, company requirements, etc. Using the Calendar app, you can choose an appropriate time zone for each region you operate in and easily set business hours for usual work days as well as for special dates. You can also set parameters for repeated holidays, such as Christmas, New Year, and various local holidays.
Team settings and agent competencies
As for the international contact center, it is important to organize and manage teams that speak a specific language to support customers in certain countries. Extended platform configurations allow you to set and manage each agent's competencies and skill levels, and unite agents into teams based on selected parameters.
Resources include local phone numbers, virtual numbers, and chat gates. Phone codes and ringtones are common things for subscribers in each country. Thus, thanks to detailed settings, you can connect appropriate numbers and set the right parameters for customer service teams responsible for support of selected regions.
Flow Manager constructor ensures organization and customization of all contact center processes. You can manage routing rules, customer communication, external system interaction principles, and numerous settings on your own, or use the help of our specialists.
Real-time monitoring and task planning options allow you to make well-considered decisions and keep a balance in a work rhythm while managing the global contact center. You can prepare, configure, launch and track scheduled campaigns of calls or emails using platform tools. The Supervisor app on our platform provides a full picture of current contact center operations: agents’ work, queue processing, and active calls.
Integrations enable easy connection to the company’s databases, various external services and applications to let you provide smooth customer service, learn your audience, and save important information regarding your clients.
Statistics and Analytics services
Statistical data on customer calls, chats and requests, conversation recordings and client feedback will let you learn about the strengths and weaknesses of your customer service. Various analytical dashboards will help you to visualize important information and monitor contact center performance. The Audit service available on the Webitel platform will allow you to evaluate agent work and outline ways to improve service level.
Wide product range
We offer different types of product licenses to meet the company's needs. Numerous details (for example, the company’s scope and market strategy, the quantity of phone lines and chats, the number of agents, the need to set shifts for operators) allow us to prepare a relevant offer that includes an optimal set of services for your company to provide efficient contact center work.
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