QCC - FAQ


	How does QCC improve the customer experience? Integrated phone, email and web chat capabilities provides a cost-effective way for you to offer your customers the support they need on their own terms. They can choose how they want to contact you and you can deliver the same exceptional standard of service across any/ all of their preferred method(s) of communication. What functions can QCC perform? Quick Contact Centre can be configured to perform any or all of the following functions: Customer service Technical support Telesales Virtual call centre Internal help desk How do you make sure customers are connected to the right person? Quick Contact Centre deploys sophisticated routing algorithms that deliver customers to the right queue, based on your choice of criteria. Your customers will be connected to the right sales/support/technical agent right away. What is your One-Desktop system? Our powerful One-Desktop system refers to the single interface that unifies all the functionality of the contact centre. A simple web browser is all that’s needed for an agent, supervisor or administrator to: Make and receive calls. Place calls on hold. Transfer calls and cancel a call transfer in progress. Start a third-party conference call. Initiate call recording. Our desktop collaboration feature allows technical representatives to actively troubleshoot issues during the call, increasing the likelihood for first call resolution. How does QCC help me reduce costs? There are no upfront charges or hidden costs, and you don’t need to invest in any specialist hardware or software. You also save on the staffing costs as a hosted contact centre is fully managed on your behalf. Setting up and running a Quick Contact Centre is literally a fraction of the cost of doing the same thing with a traditional call centre – and the technology’s more sophisticated too! Can staff use QCC remotely? QCC enables your contact centre locations and staff to be as varied as your customer base. QCC works in any location, so as long as your staff are online and have a telephone, they can work from home, from a regional branch of your company, or from an international location. What about reporting? Within the shared architecture of the QCC system supervisors have access to both the normal agent features and extra controls. One of these additional controls is the Contact Centre display tool which allows supervisors to monitor statistical data for the entire QCC virtual contact centre in real-time. This means your staff can identify and dynamically respond to situations as they develop. Beyond that, your supervisors can generate detailed operational reports based on historical or real-time data. You can then use this data to establish performance improving processes for your enterprise. How can QCC work alongside our CRM data? Managing phone, email and chat interactions alongside CRM data such as customer interactions and contact details is the best way to ensure a first-class customer experience. The QCC service, delivered through the One-Desktop client, can connect to your existing CRM application, or it can run alongside a hosted CRM solution from a BT data centre. Even without connecting to a CRM application QCC still enables your organisation to provide exceptional customer service. No matter how you deliver your CRM, QCC makes perfect sense for your business enterprise. © 2009 Quick Contact Centre ltd \| VAT number 944 5468 92 \| Registered in England \|Company number 6678589

How does QCC improve the customer experience?
Integrated phone, email and web chat capabilities provides a cost-effective way for you to offer your customers the support they need on their own terms. They can choose how they want to contact you and you can deliver the same exceptional standard of service across any/ all of their preferred method(s) of communication.

What functions can QCC perform?
Quick Contact Centre can be configured to perform any or all of the following functions:

Customer service
Technical support
Telesales
Virtual call centre
Internal help desk

How do you make sure customers are connected to the right person?
Quick Contact Centre deploys sophisticated routing algorithms that deliver customers to the right queue, based on your choice of criteria. Your customers will be connected to the right sales/support/technical agent right away.

What is your One-Desktop system?
Our powerful One-Desktop system refers to the single interface that unifies all the functionality of the contact centre. A simple web browser is all that’s needed for an agent, supervisor or administrator to:

Make and receive calls.
Place calls on hold.
Transfer calls and cancel a call transfer in progress.
Start a third-party conference call.
Initiate call recording.

Our desktop collaboration feature allows technical representatives to actively troubleshoot issues during the call, increasing the likelihood for first call resolution.

How does QCC help me reduce costs?
There are no upfront charges or hidden costs, and you don’t need to invest in any specialist hardware or software. You also save on the staffing costs as a hosted contact centre is fully managed on your behalf. Setting up and running a Quick Contact Centre is literally a fraction of the cost of doing the same thing with a traditional call centre – and the technology’s more sophisticated too!

Can staff use QCC remotely?
QCC enables your contact centre locations and staff to be as varied as your customer base. QCC works in any location, so as long as your staff are online and have a telephone, they can work from home, from a regional branch of your company, or from an international location.

What about reporting?
Within the shared architecture of the QCC system supervisors have access to both the normal agent features and extra controls. One of these additional controls is the Contact Centre display tool which allows supervisors to monitor statistical data for the entire QCC virtual contact centre in real-time. This means your staff can identify and dynamically respond to situations as they develop.
Beyond that, your supervisors can generate detailed operational reports based on historical or real-time data. You can then use this data to establish performance improving processes for your enterprise.

How can QCC work alongside our CRM data?
Managing phone, email and chat interactions alongside CRM data such as customer interactions and contact details is the best way to ensure a first-class customer experience. The QCC service, delivered through the One-Desktop client, can connect to your existing CRM application, or it can run alongside a hosted CRM solution from a BT data centre.
Even without connecting to a CRM application QCC still enables your organisation to provide exceptional customer service. No matter how you deliver your CRM, QCC makes perfect sense for your business enterprise.