Overview
Developed in September 2009, VanceInfo's BPO Call Center solution is built on a SaaS platform and seamlessly integrates with telecom operator services to help 'Long Tail' small and medium tenants to rapidly deploy an on-demand and reliable 24/7 call center.
The SaaS-based BPO Call Center solutions provide complete functionality and feature sets normally found in expensive legacy systems. These functions include conference, transfer, customer management, product management, order management, knowledge management, carrier-class security and stability.
Our BPO Call Center solution has been independently developed in-house, and is the perfect solution for multi-tenant environments including a large tenant with complicated business logics and large amounts of small and medium tenants with different business requirements. The solution also supports heterogeneous database architecture in distributed, centralized or convergent call centers.
Since our BPO Call Center solution follows an SaaS model, users can subscribe to SaaS services or Call Center business functions and pay for usage. Refer to the following diagram.
 Adhering to the SaaS model, through rapid on-line provisioning, tenants can set up a call center agent environment and an operation support system provided by BPO operators.
Solution offering
- Voice Function Module
- Integrated telephone inbound, outbound, transfer, conference, hold, display caller ID and all call control functions
- Free queue management, integrated telephone queuing functionality on IPCC platform
- Agent grouping, login and logout queue
- Recording and QA
- Business Function Module
- Management and set permissions for agent/system user/administrator roles
- Management enterprise contacts and groups
- Contact history management and customer contact management
- Blacklist management
- Outbound and campaign management
- Configurable screen popup page and 3rd party data integration
- Reporting tools and export function
- Advanced Business Function Module
- Scalable, configurable product management and order generation/audit function
- Scalable form templates and Configurable workflow system
- Knowledge management
- Provides a variety of pre-defined industry templates
- Software Usability
- Wizard-style configuration user interface
- Windows 7-style navigation bar
Service features
There is no need for end-users to invest in any hardware or software to utilize VanceInfo's Call Center solution—all that is required is a network connection for agents and administrators. which greatly reduces the time and cost of establishing and managing a call center.
- Low construction cost, zero initial investment with powerful extensibility
- More open, user-friendly interface with third-party systems, and seamless integration with enterprises CRM, ERP and other management systems
- Business function on-demand
- Short construction period, and more flexible deployment
- System is more secure and stable
- Low maintenance cost
Customer Value
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Customer
Management
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End-users can achieve unified management, assignment, and follow-up of all inbound requests; and help sales representative to develop a large number of potential clients by outbound and campaign functions.
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Brand Image
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By leveraging a unified phone number, the end-users can strengthen their brand image though a customized phone line set-up, telephone distribution strategies, and IVR call flow.
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Pre-active
Marketing
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Through allocation of customer lists on a BPO system, an enterprise can manage and control the entire marketing process.
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Self-Service
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Through a simple setup wizard on the BPO system, enterprises can set their own voice processes to improve service satisfaction.
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Customer Support
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With the BPO solution, agents can provide professional service to their clients with a variety of tools including customer contact management, knowledge base, workflow engine and voice recording.
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Knowledge
Management
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Through integration with an efficient search engine, users can provide easy access to the knowledge search capabilities. This integration can also help enterprises accumulate knowledge and documentation, reduce training costs, and improve service quality and customer satisfaction.
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Performance
Management
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Through analysis of agent reports and business reports on the BPO system, enterprises can do comprehensive performance evaluations for marketing and customer service agents.
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Quality Assurance
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Through the reporting and voice log check tools on the BPO system, enterprises can control and manage the entire selling and communication process from start to finish. Enterprises can also monitor customer service quality in real-time to improve service levels – for example, following up on customer complaints and suggestions as soon as feedback is received.
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