All incoming inquires are tracked through the Statistics Module. It holds general statistical data on the number of inquiries handled by the call center. It is categorized by various criteria including :
Many inquiries result in an order for a product. The type of information held in the Sales Order Module includes; Shipping and Billing address, Products Ordered, Method of Shipment, and Payment.
This module is accompanied by a Shipping Module, to enable the processing of individual or batch orders at a local or remote warehouse.
The main features of this module include; Quantity On Hand, Shipping and Receiving, Two Warehouses, Critical Re-order levels, Back Order, Cost of Goods, and various Retail Sales pricing possibilities.
This module can also be used to publish product catalogues for various mediums, such as books, faxes, WEB pages and other reporting criteria.
Complaints can be tracked in the statistics module and the solutions the customers seek can be stored in the Solutions, Advice, and Reference Module. References to a database of solutions for client advising and soft sales can also be tracked.
All customer Questions can be tracked and referred to an expert or put on a follow up list until the Answer has been found and communicated to the customer. The Q & A approach also builds a natural database of solutions for customers. Callbase puts these answers at the fingertips of the Call Center operator.
This module holds client names, addresses and products ordered. It also has multiple mailing list coding, parent company alternate address, and security features. The Contact Management Module comes with a powerful Query and Reporting Module .
The Statistics Module can be enhanced to work with the most popular Computer Telephone Interface (CTI) servers.
The Inventory and Solutions Module of products and publications can be enhanced with direct faxing and E-mail distribution on product and company data.
The Inventory Module of products and publications can be enhanced to automatically feed a WEB page of product offerings.
The entire application can be enhanced to act as a WEB Server, handling incoming calls from the Internet with virtual order taking.
All modules will run on Windows 3.1, Windows for Work Groups, Windows NT, WIN 95, OS/2 and Macintosh system 6 or higher. Workstations require a minimum of 8 megabytes of RAM.
The program is multiuser ready. It runs on various popular LANs, such as NT, PC-NFS, UNIX, or Novell, and can be activated for Client/Server, to work on various database engines, such as Oracle, Sybase, SQL Server, and Informix.
With SQL capabilities enabled, some or all modules can be easily connected to existing corporate data.
All the Core and Customized modules are written in Omnis7. It is an off-the-shelf 4th generation programming language that provides cross platform capabilities, and an easy to learn programming language that can be supported in house.
Extensive savings can be realized by using off-the-shelf ready to use software solutions, and connecting them to existing corporate databases.
The CallBase modules are industry tested with over 10 years of expertise and experience built in.
Call Center Solutions
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This WebPage was last updated June 6, 2000
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