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The call center is an important customer “touch point” that requires advanced call center technologies to ensure a pleasant and satisfying outcome for each of your client’s customers who contact you to conduct business or request help.
The Brookline Fulfillment Call Center application is where your sales and/or customer service representatives (CSR) handle incoming and outgoing customer service calls. Brookline’s call center application is a Windows® 2000/XP application that is used to setup and manage customer and order information, and it provides your sales and service representatives with tools designed to drive effective customer service and increase call center sales revenues.
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The Customer section includes full support for Customer Record creation and tracking; including Customer Types, Payment Options, Customer Notes, Continuity Programs, complete Audit trails, Do Not Call tracking, and other demographic tracking options. Work flow is intuitive, flexible and comprehensive. CSRs become effective with minimal training.
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The Order section provides complete order creation, tracking, editing, returns processing, issue tracking and resolution, billing status, order notes, order status history, package tracking, etc. from one location. Multiple order records can be opened concurrently, so CSRs or sales reps can move quickly from call to call. Business rules governing order processing are adaptable and enforceable.
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Issue Tracking provides a comprehensive method of logging, resolving, tracking, and reporting customer service issues. Issues can be assigned to specific system users or to user profiles. Escalation history, priority, category, notes and issue statuses are all tracked.
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The Returns Module is a comprehensive, easy-to-use, wizard-driven module used to process returns. The process is divided into three distinct phases: RMA creation, receiving/restocking and authorizing/generating return orders. Four distinct return types are supported: returns for refund, discounts, exchanges and reships. Full system security profile integration is provided.
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Create, edit and manage customer and order notes; including automated note “alert” notification, by account, to system users.
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