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Regardless of the type of products your company sells, your sales representatives and customers will always need a phone number they can call to get immediate personal assistance. The call center is where these incoming – and outgoing – customer service calls are handled. The call center is a customer “touch point” that requires advanced call center technologies to ensure a pleasant and satisfying outcome for each customer or distributor who contacts your company to conduct business or request help.
Brookline’s call center application is the most advanced customer service application available in the direct sales industry. It is a Windows® 2000/XP application used to setup and manage customer and order information, and it provides your service representatives with tools designed to drive effective customer service and increase call center sales revenues.
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Create, edit and view information about each distributor and customer including contact information, demographics, earnings, downline view, upline view, account balances, account status, title history, personal website information, and enrollment information.
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Create, edit and view orders for each distributor or customer, save orders to pending status, monitor order status, review order history; enter call center product orders by product item from searchable inventory lists and catalogs; view qualifying (QV) and commission value (CV) by product item; view item duty and tax details; manage order discounts and promotions; integrated sales tax application option; select order shipping method with S&H applied to customer orders, select order payment options e.g. (credit card, cash, EFT, Check, echeck), process real time or batch payment authorizations; view order status with order release date; view order shipped dates, batch ID, and UPS tracking number (integration optional); view order summary and drill-down detail to include: item pricing, qualification volume, commission volume, tax amounts, S&H and payment totals.
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Create, edit and manage account entries to commission and accounts receivable ledgers, easily view ledger detail to include order payments and order totals, commission earnings and check payment detail, make manual credit/ debit adjustment, print refund checks, easy to customize and add new account ledgers.
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Create, edit and track consultant and customer problems and issues, assign issues to departments or individuals for follow up and resolution.
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Create, edit and manage customer and order notes; optional automated note “alert” notification by account to system users.
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Expandable and collapsible downline and upline tree viewer; review commission qualifications by period detail; access consultant orders and payout detail reports by period; drag and drop sort tools for easy analysis and problem solving; Microsoft excel copy and past function.
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Create, edit and track customer autoship orders, set autoship start and stop dates.
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Manage product returns and exchanges using a workflow process that identifies product to be returned or exchanged, reason for return or exchange, process product replacement order or refund check/credit, adjust inventory, and report/analyze product returns data.
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