Customer Solutions
Contact Management System (CMS)
A customized front-end software application will be used to the project requirements. All calls received by the hotline will be logged and the exact call details will be entered into the CMS. Information such as caller’s name, address and other information relating to the caller will be captured and saved in a centralized database.
As the CMS is a proprietary tool developed and maintained in-house by Antasis, it can be 100% customized to the requirements by Client. The actual functionalities/ features will be established and agreed upon acceptance of this proposal. Notwithstanding this, the following are some proposed functionalities of the CMS for clients consideration.
Call logging/ tracking |
Calls are logged, classified into different call nature (e.g. General enquiry, Emergency requests, Non-emergency requests.) |
Comprehensive data capture fields |
Customized data capture fields to record essential details such as caller’s name, address, contact numbers and enquiry |
FAQ engine |
Provide a centralized knowledge base consisting of frequently encountered queries and answers to ensure consistent replies when addressing queries. |
Escalation request generator |
Scheduling of escalated calls (reports can be automatically sent via fax, email or SMS to the necessary authorities) |
Intelligent scripting capabilities |
On-line scripting/ call guides with automatic prompts that will remind CSRs to probe and verify essential information based on agreed SOP and guidelines. |
Caller Contact History |
Tracks history of the cases (e.g. when was the last call made and what was the outcome etc) |
