Administration portal – Focus on personalized support

Customer centricity means that callers are attended to quickly, without long waiting periods and that they receive the requested information in a competent and friendly manner. Even during peak times, the waiting period should generally not exceed thirty seconds.

There is no need for qualified agents to answer routine questions and deal with standard issues such as the following:

• What are the opening hours?
• Which office is responsible for my problem?
• How do I get there?
• Information on events
• When is the next waste collection?
• Transmission of forms and documents

How to deal with peaks that cannot be handled by the available agents  alone, in cases such as the following:

• Alarms and disasters
• Obstructions and delays in public transport
• Storm damage
• Power failure

In these cases, agents are overtaxed, the lines are busy and the callers are frustrated. Both these scenarios call for support to help agents during peak times and relieve them of handling routine questions. That way, they are free to focus on personal, competent support.

Media Management Server – a valuable assistant in the background

• Plays back prepared messages such as addresses, opening times, error messages or alarms
• reliable, friendly, error-free, over and over again – avoids agents having to repeat the same message over and over again
• no breaks – 24 x 7 operation
• always up to date – with direct access to a central knowledge base
• for all participating offices
• precise information and special messages for your local area, city district or region
• accepts call back requests at peak times
• sends documents automatically
• can handle many calls simultaneously without additional personnel expenditure