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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 customer who contacts your company to conduct business
or request help.
The Brookline Direct Response 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 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, RMA
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 method of processing
returns. The process is divided into three distinct phases: RMA creation,
receiving/restocking and authorizing/generating return orders. Four distinct return
types are provided: 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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