and its main
services
SERVICES
AND EMERGENCIES
This
operative centre remotely monitors the customers telephone systems by
ensuring all the services usually provided by the switchboards. This is
possible by completely replacing the personnel employed or by integrating
them. The following are some of the services offered by this operating
centre:
Customised
answer and procedure 24 hour a day;
Transmission
of the call to the extension number requested;
Outgoing
calls on request of the customer's personnel;
Receiving,
recording and sending messages;
Directing
the calls to fixed network or mobile network numbers;
Round
up of the calls received during the day;
Receiving
or diffusing information;
Executing
the procedures arranged with the customer;
Monitoring
alarm signal and executing procedures of assistance when there are emergencies.
INFORMATION
This operating centre is mainly concentrated on courtesy services or assistance
after sale. These kinds of services are provided by Toll free Numbers,
Numbers with shared charges, Audiotex and urban leased lines.
Information
on products;
Information
on sale networks;
Receiving
telephone orders;
Tourist
information and reservations;
Consumers'
trends;
Managing
prize-winning games;
Market
research;
Collecting,
processing and classifying reports or complaints.
CALL
HANDLING
This operating centre organises interventions of technical service and
help desk services
Receiving
and properly classifying the requests for technical service;
Engineer
database monitoring;
Assigning
the calls;
Monitoring
the interventions;
Information
on the use of the products;
Assistance
in emergency cases;
Switching
the calls to those responsible for the zone.
OUTBOUND
This is the operating centre specialised in direct marketing actions.
It is linked to the most convenient carriers. It permits a fast, efficient
and economic telecommunication contact (telephone - fax - E-mail) aiming
at various goals.
Appointments
for sales networks;
Proposal
of products or events;
Dunning
letters;
Market
researches;
Motivational
survey;
Quality
and customer satisfaction control.
SUPERTEAM
This is an operating centre specialised in off line services and represents
the element which permits the flexibility of all the other work groups.
It could be defined the call centre of the call centres. The best resources
of the company always ready to help the operative telephone exchanges
or the groups under pressure operate within the Superteam framework.
HOW
TO USE THE SERVICES
Viacavo operates within the framework of outsourcing reports and hence
assuming the whole responsibility of the service requested or of cosounging
by collaborating with groups dedicated to the same service at the customer's
facilities. Such a collaboration is possible according to the following
criteria:
- Qualitative: The positions considered as enough for the monitoring of the service in normal conditions remain at your location. VIACAVO has the responsibility of putting into action the support positions during the days and critical hours;
- Temporal: The positions at VIACAVO will be at your disposition only during the hours and days in which your internal service is not operative;
- By overflow: VIACAVO only intervenes if the resources of your service are quantitatively insufficient. The waiting telephone calls are automatically transferred to VIACAVO and managed from there;
- According to the kind of call: VIACAVO can only be entrusted the most numerous or most complex calls.
