C2MS

With the demand for Business Process Outsourcing and Services increasing on a daily basis, the need has arisen for a software solution to bridge thegap between the product/ service providers and their third party vendors (call centres).

What is C2MS?
A Contact Centre Total Management system that serves to support and manage the sales process from end-to-end as well as to provide a support system for handling on-going customer relationship management.

Management Functions

  • Leads
  • Workflow Process
  • Sales & QA Scripting
  • Customer Relationship
  • Banking
  • Compliance
  • Accounting
  • Reporting
  • Quality Assurance
  • Skills Assessment
  • Training & Skills Development
  • Agent Performance
  • Individual Agent Records
  • Human Resources
  • Telephony Integration
  • Voice Recording
  • SMS Communications
  • iFramed/ Embedded Hyperlink for Web & Mobisites

Features

  • Fully configurable workflow process & tracking of sales status per contact centre
  • Full history and auditability of all data changes – user & system
  • Financial / Accounting – double entry accounting
  • Configurable Sales Statuses
    • Sequence / Precedence
    • Roles
    • Call Scripts
    • Objections Scripts
    • Compliance Scripts
    • Roles / Permissions / Views
    • Communications – Manual & Auto SMS
    • Configurable validation levels
    • Reason Codes per status
  • Role based access
    • Role examples - Manager, Team Leader, Agent, QA, Finance etc.
    • Status changes
    • Functionality
    • Data views
    • Dashboard
    • Reports
    • System functions, also role based
  • Agent Support
    • Intuitive UI & Workflow Process
    • Call Scripts
    • Objection Scripts
    • Agent Instructions
    • Compliance Scripts
    • Sale Notes (CRM)
    • Team Hierarchies
  • Validation
    • Configurable Validation levels per status
    • Validation of Personal Details, ID etc,
    • Bank Validation
    • Address validation
  • Quality Assurance
    • Back Office Functions
    • Voice recordings
    • Notes
  • Compliance
    • Compliance Scripts
    • Compliance Recording & Tracking
    • Encryption of secure data
    • Do Not Call
  • Reports
    • Workflow Stats
    • Performance
    • Accounting
    • Sales
    • Forensic
    • Logistics
    • Banking
    • HR
  • Integration
    • Banking – Netcash (Debit Order, Credit Card, EFT)
    • Leads – loading, de-duping, tracking, reporting
    • Double Entry Accounting System
    • Telephony (client dependent)
  • Value Add
    • Web and Mobisite Integration – client site and admin / reporting
    • HR Training – system, soft skills, product, sales etc. & Support

C2MS

Click on image to expand image

 

See also: c2ms.co.za

 


Documents
 
C2MS PDF
See Also
Products
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