Kontakt centar (call centar)
U današnje vreme Kontakt centar (call centar) ima veoma važnu ulogu u sprovođenju poslovne strategije kompanije u odnosu sa trenutnim i potencijalnim korisnicima, te nije svejedno na koji način je osmišljen i organizovan. Kompanija OneClick Solutions je zastupnik britanske kompanije Sytel za Zapadnu Evropu, što vam garantuje perfektna softverska rešenja, najbolje moguće performanse i efikasnost.
Bilo da već imate svoj kontakt centar (call centar), a želite da poboljšate njegove performanse ili tek planirate da uvedete kontakt centar u poslovanje vaše kompanije, kontaktirajte nas i počnite da zarađujete više!
The main cause for the introduction of Contact Center operations in your company is to establish a good relationship with users.
Communication with customers can be achieved via:
Via the Web (e-mail, chat, smartphone, social networks and Web applications)
What do you gain by installing a contact center into business operations of your company?
This type of business brings many benefits and these are some of them:
Includes all users of your products or services, regardless of where they reside
Information is available in one place, without having to divert users to the other phone numbers
Information is available 24 hours a day, 7 days a week
Automation of calls
All the necessary information are always available to the agents
Tracking the history of calls made by agents
All calls are recorded, and thanks to that monitoring the quality of work of agents is enabled
Reducing the possibility of human error
Increasing of payment with the system for notifying the state of overdue receivables using voice machines, SMS or agents
The integration of different modes of communication in order to provide better services.
Options of the contact centre
Contact centers offer solutions that are applicable in every organization, they fully comply with all specific needs and provide the following capabilities:
Accomplishing direct contact with the users,
Creating a database of information about customers and their habits,
Realization of marketing and sales activities in conformance with the set objectives,
Notifying users on unsettled bills,
Conducting collection of receivables,
Realization of mass communication with users,
Creating of effective analysis of telephone traffic,
Successsful human resources management and
Monitoring and increasing productivity of the organization.
Types of contact centers
Through the traditional contact center, you can have direct contact with customers. Therefore, it is important to distinguish between:
Inbound Contact Center - It is a contact center that accepts incoming calls, or calls initiated by the customer.
Outbound Contact Center – In this case, agents initiate outgoing calls to existing and potential clients.
Free phone (FPN)
Calling is free of charge for users of your services
All costs are borne by the subscriber of service - company.
Calls are charged at the price of intercity calls.
Numbering: 0800-xxx xxx
When to use FPH?
for the opening of call center (banks, municipalities, taxi associations, small and medium companies ...)
for improving communication with the important customers
for the acceptance and resolution of customer complaints
for advertising and marketing activities
for accepting orders and selling products / services
What do you get by introducing the number 0800?
recognizability of the company
the trust of its users
open communication with their users - if the company is interested in their needs and opinions
availability - completely free of charge for users
information about market
There is the possibility of restricting incoming calls to code 0800 (eg availability only from the area 021)
Universal acess number (UAN)
Basic features :
- Unique subscriber number on the territory of Serbia.
- More service stations throughout the entire territory.
- User and the subscriber are both being charged.
- The user is charged local call cost
- Subscriber of service (firm, company, enterprise...) will be charged for the remaining amount of the price of calls from fixed line network - the difference between intercity and local calls.
- Numbering: 0700-xxx xxx
What do you get by introducing the number 0700?
- recognizability - UAN is a number easy to remember
- availability from landline and mobile network of the Telekom Serbia
- The users of Your product / service will get the necessary information, reservations or service, when it suits them
- You will gain the trust and affection of your users.
- Telephone connection with additional cost - Premium rate (PRM)
Note: This number will soon be available to Telenor and VIP mobile operators.
Telephone connections with additional price - Premium Rate (PRM)
Telefonska veza sa dodatnom cenom – Premium rate (PRM)
Basic features :
- Subscriber of service is enabled to receive incoming phone calls with a special tariff from landline and mobile network of the Telekom Serbia (soon Telenor/VIP and the rest of landline operators)
- Traffic is charged at the expense of the service user
- The availability on the entire territory of Serbia
- Division of achieved revenues between the Telekom operators, the OneClick Solutions company and your company.
- Numbering: 090x/xxx xxx
- When to use PRM?
When to use a PRM number?
Use this number when you want to provide users of your products and services with
- Curent information
- Advice of an expert
- Instant help
- Sports results
- Music and entertainment contents...
Ways of Cooperation
This model of cooperation means that you use your own agents,equipment and workspace, but company One Click Solutions provide you it's own software solutions. This way, without additional investments, you provide better utilization of your employee.
This form f cooperation means that you use your own agents, but you use our software, equipment and workspace. If you are Just getting started with your business and you don't have enough of the resources for acquiring necessary equipment, this is ideal solution for you.
If you have your own contact center and agents, but you don't have enough of agents and can't process all of the calls. You have the opportunity...
This form of cooperation means that your company uses software solutions, equipment, agents and workspace of company One Click Solutions.
When you use our software solutions and well trained agents, you get better quality of your business, you achieve good relationship with users of your products and services. In this way you save part of your resources, because you don't need expensive equipment and training of the agents.
With outsourcing you achieve maximum efficiency and effectiveness of the work, by using it you get specialized team of agents and specialized software and equipment as well. This way you get professional way of contacting potential clients, and possibility of user error is at minimum.
Cooperation with enterprise One Click Solution had opened new horizons on all segments. Their team was prompt and positive, so that all the requirements were solved within the period. I thank the team and I hope for even greater cooperation.- Jernej Kenda, Novatel
"Thank you for the exceptional cooperation during the price game "Dobro jutro džezveri." Support of your company during this project was on the top level and of great importance. It was a pleasure to work with a team of dedicated professionals like you. I look forward to working with you at one of the next projects. "Vladimir Stijelja, Account Assistant, Kreativa Unlimited
The main asset of this company is young, professional and ambitious IT team. It is pleasure to work with so educated and creative people.- Goran Zečević, Business Outlook
We cooperate very successfully with the “One click solutions” company in the field of SMS and VOICE services. It is a great relief when for associate you have a company in which your goals are in the first place.Božidar Radetić, Telemon
Innovation, creativity and broad knowledge of modern technologies are the greatest advantage of the company.- Zoran Tadić, IT Creator, Beograd