Contact – call centres

A contact centre or a call centre typically carries out projects on assignment, handling customer contact on behalf of a company or organisation. Activities may include telephone sales, scheduling appointments for account managers, data enrichment and quality surveys. There are also other tasks, such as handling inbound phone calls, answering live chats and dealing with incoming email. Contact centres and call centres usually work on assignments from several companies. As a result, staff members are required to carry out a wide variety of tasks. Steam provides your staff with a user-friendly, well-organised environment for efficient handling of customer contact.

Why Steam call centre software?


Easy of use

Steam is easy to use for all your staff. It provides a single environment in which your staff can deal with all forms of customer contact. You can manage all parts of the system to make sure customer contact is carried out efficiently.

Easy campaign set up

Despite the numerous options, creating and managing campaigns is easy. Creating and managing campaigns is easy in Steam. Without having to rely on an IT specialist, you can edit scripting, process new address files, deduplicate addresses, sort result codes at the campaign level and much more.

Roster management and planning

Optimising the scheduling of agents is often a major challenge for a contact centre. The Steam roster module offers a user-friendly way to schedule, unschedule and reschedule your agents without having to dedicate large amounts of the only resource you cannot buy: time.

Agenda and travel time optimisation

Steam provides you with a personal agenda module which you can link to Microsoft Exchange, Google en Office365. The standard functions can be expanded with a scheduler that optimises travel time between appointments. Journeys are taken into account and appointments are scheduled efficiently. A unique feature is the possibility for an agent to ignore the standard appointment time (set by you) if the circumstances require so.

Comprehensive reports module

Make your figures talk. Many organisations still face difficulties when trying to interpret their own facts, figures and statistics. Our broad reporting module allows you to present your data according to your own design. Once you have established a report format, you can store it for later use in other projects. Steam provides standard reports and the range of formats can, of course, be extended.

Reduce costs

By efficiently presenting contact tasks to the appropriate agent, you can reduce costs and complete more contact actions and present an overview of the results in the management module. And of course, you only pay for what you use.

What our customers have to say about Steam

“With Steam we are even more efficient and customer-friendly!”

René Posthuma

@Mplus

“Steam continues to develop and adapts to the ever-changing and dynamic world of customer contact.”

Patricia Schra

@Soleo Contact Centers

“We give Steam a well-deserved 8 out of 10!.”

Hugo van Marlen

@CCPG

A complete package

 

Steam offers endless possibilities. Besides inbound and outbound phone calls, it can handle email, chats and video chats, sms and WhatsApp messages, and even your presence on social media such as Twitter en Facebook: Steam enables you to organise your customer contact in the way that best suits you.

Inbound

Using Steam to set up your inbound call system means innovation and, of course, increased efficiency.

Outbound

You need to design a system for outbound calls. From now on you can use smart functions provided by Steam.

Callblending

Blending all your customer contact operations will make your organisation flexible and efficient.

E-mail

Steam can manage all your incoming and outgoing emails.

Chat

Chats with customers and ensuring they have a positive experience when dealing with your organisation is also possible with Steam.

SMS

With Steam you can send SMS messages to serve as reminders of appointments.

Social Media

With Steam you can send SMS messages to serve as reminders of appointments.

Monitoring

Steam enables you to gain insight into your customer contact processes and keep track of the resulting output.

Links (API)

A standard Application Programming Interface allows you to link third-party software to Steam. Consider the costs

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