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Customer data when calling

These features must be ordered separately.

Which customer is calling?

Many call center operators may spend the first minutes of a conversation searching for an answer to the question: ' Which customer is calling? '. But this is immediately a huge loss in performance. Contact center agents who use the ' USU ' program do not have this issue. Client data appears automatically when calling. Therefore, they immediately begin communication with the client on the case.

How to increase productivity?

Using a modern program for recording and controlling calls is very convenient for the caller himself, since he does not have to wait a long time while the operator searches the database for the necessary account by name, surname or phone number. It also benefits the employer. The company that has done the automation of accounting for calls from customers knows for sure that the time of a conversation with a client that does not need to be searched is reduced by half or more. It turns out that one operator can handle more phone calls. The head of the organization saves enormously on the fact that he does not have to hire additional employees in the call center.

Ask yourself the question: How to increase productivity? Learn more about how IP telephony can increase productivity.

Customer data when calling

Users of the ' Universal Accounting System ' pop up a client card when they call.

You can read in detail about the pop-up notification mechanism.

This card contains all the necessary customer data. Different organizations display different details of the customer who is calling. What the company needs to see immediately, while there is still an incoming call, will be displayed when calling in a pop-up client card.

Which customer is calling

The name of the company is written in bold at the top of the message.
Date and time of the phone call
You can see the date and time of the call.
The direction of the call is written in capital letters: whether it is an incoming or outgoing call.
Client category
The category of the client is indicated, by which it is clear whether this is an average client. If it is written that a problem client is calling, the operator will immediately be wary of negotiating. Conversely, if it is written that the client is especially important, then the manager can immediately change his voice to an even more courteous one and begin to try to please every whim of such a client. After all, VIP clients bring a good income to the company.
Own notes
It is possible to specify any note to the client, which will also be contained in the client's card when calling. This may be some kind of warning or an indication to work with this particular client.
Information about current orders
Information about the client during the call may contain information about current orders. If the client has an open order, the operator will not search the database not only for the client, but also for the previously formed order. Immediately before your eyes, the necessary data about the stage of execution of the order, the responsible employee or the presence of debt will appear.
Country and city
If you work with different cities and countries, information about the location of the buyer can be added to the client card when calling.
Caller ID
Next comes the number of the client from which he makes the call. And the internal number of the employee who answers the current call. After the internal phone number, the name of the employee is immediately added.
Customer name when calling
You can also see the name of the client who is calling. The name is very important to see. Read how the Loyalty Improvement Program delivers.

Customer's face when calling

If you intend to store customer photos in the ' USU ' program, you may be asked to create a custom form that will display customer information and a customer photo when you call.

If the photo is not uploaded to the database for the client who is calling, then instead of the real photo, a picture will be shown in the place where the photo of the client should be when calling. The displayed photo of the customer who is calling will be the same quality as the uploaded file.

New customer calling

If a new client calls, then there will be no information about him in the program yet. Therefore, only the phone number from which the incoming call is made will be displayed. Usually, during the conversation, the call center operator has the opportunity to immediately enter the missing information. And then at the next call of the same client, the program will already show much more information.

And it also happens that a valid client calls, but from a new unknown number. This becomes known only during the conversation. Then the manager just needs to add a new phone number to the already opened client registration card.