The call center relies on the middleware system through which customer information and KPI can be shared with CRM.
The middleware gathers data regarding average speed of answer, average talk time, first-call resolution, service level, and call per week/months and service needed. These data are transformed into a file and can be managed by Teklog’s customer or were-house. This is crucial for companies that want to provide agents with immediate information about callers so that they can tailor their services to them.
Our deep experience tells us that the major of customers prefer solving the problem on its own
That is why Azzurra CRM answers FAQ and aids automatically in many activities such as status and activation of order, feedback, and reverse logistics. Your ability to deal with returns effectively and efficiently can significantly impact customer satisfaction levels and profit. Call center customer service becomes so important since it’s the only contact your customer has with your reps. When customers call in, you don’t want to greet them with a poor experience—especially not if it’s their first contact, or potentially their only contact. Just one negative experience can tarnish a customer’s perception of your business. Call center quality assurance is a promise to deliver a helpful, pleasant, and informative experience to each customer. Chatbots are currently considered to be on the frontier of technology and companies who can deploy them first can not only save on costs but also be innovative.
- Order status, order removal or change
- Ongoing orders
- Order status and delivery time
- Modified/reverse order
- Change in the delivery address
- Parts replacement
- Credit processing
- Return to vendor
- After delivery
Teklog works as a liaison on behalf of our customer, working with its carrier partners, and providing transparent communication throughout the entire freight claims process. Teklog’s freight claim services provide proactive education to shippers, consignees, and carriers to decrease future freight claims by empowering all parties with the knowledge of what a freight claim is, how to avoid future damage, and ensure freight claims are resolved.
The company guarantees proactively follow up and monitoring on claims status to resolve them within the 90-day freight claims window.
Teklog works as a liaison on behalf of its customer, working with its carrier partners, and providing transparent communication throughout the entire freight claims process. The major services are regarding the decision of the returned pieces, the substitution with a higher level product (in an out-of-stock situation), do not accept a refund.