SOLUZIONA offers companies its call
centre expertise in activities such as:
  Audits
in existing call centres.
Service
definition: service objects, operating formulas, demand and service
level parameters, segmentation, support models, .
Call
centre design:
operating
model design, support processes, contact management and evaluation
of the activity conducted
technological
environment and infrastructure design:
- dimensioning and telephone access
design (ISDN, No. 90X, to name a few).
- telephone platform design and
definition of equipment requirements: call distribution system (ACD/PABX),
interactive response (IVR), automatic dialling, multi-channel recording
systems, fax servers, integrated messaging, etc...
- definition of contact management
application requirements and design,
- information system: integration
of the centre environment with corporate systems, definition of requirements
and choice of operational support systems: workflow, OA, document
management, GIS, etc.
- support systems: electrical
power, wiring and network electronics, work stations, work environment,
etc.
.
selection
and integration of hardware and systems comprising the technological
environment
design
of organisational model: dimensioning support groups, supervision,
technical support, quantitative and qualitative control procedures
support
for definition of human resource policies: identification of profiles,
selection, training, remuneration, motivation and incentives
centre
implementation:
comprehensive
project management
selection,
installation and configuration of support hardware and systems
selection
or development of the contact management application
integration
of hardware and systems comprising the technological environment
technological
support for centre growth
identification
of possible improvements based on CTI solutions
selection,
development and implementation of CTI solutions
selection,
development and implementation of solutions for Internet access to
centre ("Internet Call Center", "WebIVR")
integration
of the centre's technological support with marketing systems for conducting
campaigns and feeding the information processed back into these systems
definition
of telemarketing application requirements, design and development
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