Courier of Service Express: APM console of the call center operator

Main articles:

• CRM (Customer Relationship Management System)
• Call center appointment, types and tasks

2020: Representation "APM console of the call center operator"

Kuryer Service Express announced on September 28, 2020 development of the software product for call center operators.

"the APM console of the call center operator" it is created for acceptance, registration of calls and obtaining the additional information about requests of clients. The visual application provides consolidation of data during the work with each client, control of all incoming calls, collecting and storage of the complete information about addresses of partners. The software product gives the chance to automatically create orders, to make out consultations and complaints, to appoint the manager and the courier, to obtain order state-of-health data, to conduct history of the client, to work with mail, templates of letters, the internal phonebook and navigation links. Every time at the beginning of work the operator is registered in a system that allows to fix information on actions of employees, and then to collect statistics. For the end of September, 2020 service is available to customer interaction of the company from Moscow, the scope will extend. Also in plans implementation of functions for work with outgoing calls and a call recording.

In a segment of B2C the processing speed of orders is extremely important. It is one of key factors for participants of the market of e-commerce when choosing the logistic operator as buyers want to receive the orders from online stores as it is possible quicker. This software product for call center operators already proved to be in work, it helps our company to react to each arriving request, personifies customer service, optimizes business processes, – Evgenia Shcheglova, the project manager of Kuryer Service Express noted.