The Call Centre: utilizing all the opportunities

For customer contact, the role of the Call Centre is central to ZoomBIM. By means of direct contact by telephone, the customer can get a direct answer to his/her questions. Opportunities for cross-selling and up-selling are then utilized optimally.

A positive image
If the customer’s question is unclear, your employee can establish what the customer actually means by asking a number of specific questions. In this way the customer is helped in an efficient way and your Call Centre confirms the positive image of your company or organization. Together with your experts, ZoomBIM develops the database (the knowledge system) which forms the basis for a good dialogue. You can therefore be sure that all the requests for advice are dealt with in an optimal and uniform manner.

Fast training
It is often a problem to train new Help Desk employees. ZoomBIM’s dialogue takes this into account: new employees are provided with extra information and are therefore trained by the system itself. As they gain experience, they will make less and less use of the screens with supplementary information. The dialogue which the Call Centre employees use can also be used for the Virtual Advisor in an adapted form. Internet and telephone are two integrated worlds for ZoomBIM.