CRM for Call Center
892 USD Access to the system to identify the current situation:
General information about the system
In connection with the relocation of the office time in Europe, as well as with the security issues of employees (not the desire of some of them to go to work in connection with the situation in the country, shootings and wiring power disconnections) - the organization of remote work of the office of sellers is planned using the CRM system with the possibility of making telephone calls using the SIP phone.Functions of the system
1 .Roles of the user with different levels of access (the names are approximate, there must be the possibility to change):
- Newspapers (see the general system interface, a page with learning materials, scenarios and text of the call)
- Praktikers (all newbie + get the opportunity to see a certain (test) database of customers (group), and also get the opportunity to make calls through internal telephone on this base).- Full-time staff (all newbie and internship + has access to certain customer database (no longer tested).- Senior employees (all that beginners, stages and employees + work with customers that employees of the lower level have led to the agreement on the purchase.This means that the senior employee must have a separate section and notifications in which he sees which customers have previously agreed to the purchase (from those to which previous groups of employees have called and made the corresponding note on the customer’s card after the conversation).That is, they should somehow be displayed separately in the interface + it also sees the entire customer database as a whole.- Head of the department (imposed by the administrator) (all that employees + see statistics on all their employees (how many calls have been made, time spent at work, etc.))The department managers can be several, respectively, each manager can have his own department, his employees and his bases to call (he must have the ability to add or remove them).- Administrators (have full functionality in the system, can appoint managers, employees, edit customer profile, view statistics, make changes to the technical part of the system).2ndThe customer base.The customer database is the database on which employees make calls.The base can be several types (the test base or the base of a particular department).You should be able to manually add a database and import it from an Excel file.In the standard option, this is the name (family), the phone number, the notes.There should also be additional fields (the exact list of them to collect at the moment is difficult - but we will collect and ideally implement so that the fields could be added by the administrator on its own).Each customer must have a status (new, rejected, transferred to the senior employee, closed (sales arranged).Also, when entering the client’s card from the base, all the operations that were carried out with him (who called, when, etc.) must be seen.ThreeThe telephone.Inside the CRM system must be implemented the SIP phone function.Ideally, it should be a point in the menu, for the administrator, where you can enter the server address and data for authentication.Why is it the menu point - as sometimes telephone services may not work stable and may require their replacement or switching.It’s not private, but it’s still.There should be a simple replacement.4 .Calculation of employees’ remunerations.Each employee of the sales department receives a commission in case of a successful sale.Accordingly, it is necessary that senior employees or managers could indicate the total amount of the transaction for which they sold something to the customer and the amount of remuneration was automatically calculated to all employees who participated in it.and 5.Registration functional (the entry of employees - stages).Is it possible to implement the CRM registration function when passing, a person gets on the examination to the head of the department (in a certain section in the CRM) and in case of approval receives the data for entry into the system and the status of stages?
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1 day1115 USD
3626 39 0 1 1 day1115 USD
Здравствуйте, только завершил такой же проект, только на других технологиях (чистый php бекенд, и чистый js фронт).
Владелец добавляет пользователей. Есть два типа по уровню доступа - администраторы и операторы. Пользователям может быть задан SIP-профиль от оператора АТС (тестировали на Бинотеле).
В систему по вебхукам из магазинов или срм, поступают задачи на прозвон покупателей, в отдельные группы, система сама распределяет по приоритетам задачи и назначает свободным операторам. Операторам по-большому счёту ничего даже не нужно делать - звонок начинается сам, заканчивается сам. Можно сбросить, можно перенести.
Много других функций. Готов обсудить подробности.
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