Web development company VSI-thinking has developed a call centre application to handle the vast number of telephone bookings Neilson holidays receives every day. The call centre application has helped improved the customer service with an easy to use, responsive solution helping Neilson holidays call centre staff answer enquiries in a more effective way.
The call centre application requires no desktop software as it is a standards compliant web application, this means it needs just a web browser to function. There are numerous advantages to this thin client solution; the flexible system allows upgrades and added functionality to be deployed any time and can also facilitate remote working as the application is not tied to a specific computer. As the application is compliant with web standards it works in any web browser which means there is no need for a costly upgrades to the Neilson holidays computer systems.
The call centre application is connected to the Customer Relationship Management (CRM) database Vision, so call handlers can view customer bookings, brochure requests and customer survey questionnaires (CSQ). Searching for a customer takes just a second to return the right contact from the several hundred thousand contacts stored in the system, making accessing customer information very responsive. The fast response time is a great aid to the sales team as the customer is not kept waiting while their information is retrieved.
The call logging facility records every call with customers from which a quote can be produced and instantly emailed to the customer. These email quotes contain relevant holiday information and are partially produced automatically allowing the call centre staff to spend more time helping customers instead of writing emails. These emails can be previewed in real-time by the call centre staff before being sent to the customer. As with all other emails sent by the Vision CRM, customer clicks are tracked and conversions are recorded.
When a call handler logs into the system, they are presented with a recent history of calls made and emails sent along with a task list allowing the call handlers to keep track of follow up actions; all of these can be controlled by a supervisor.
The call centre application is also used to update customer details, such as a new address or phone number, and also manage data protection; with just a few clicks customers can be added, or removed, from the various forms of Neilson holidays marketing. The call centre application can also request brochures, the call centre staff simply input the customer's address, select the brochures they wish to receive and then send out the request.
The main focus of VSI-thinking's application development work was to increase productivity and efficiency for Neilson holidays while also providing useful information for customers. The call centre application has created a single, consistent, easy to use interface for the call centre staff to work with ensuring they can log, manage and handle enquiries and customers better than ever before.