Istanbul, Turkey — Tecom Group developed and successfully implemented CATI solution for Power Group, Turkey.
By utilizing state-of-the-art technologies, Tecom Group redesigned the preexisting system which had been developed by a third party organization. The system architecture was greatly simplified which led to significant improvement in the user interface and, therefore, simplified operators workflow.
A new system can automatically detect answering machines and faxes without any operator involvement. The built-in auto dialer allows the system to manage lists of respondents and questionnaires, as well as record results. The collected data can be exported and integrated into any software for further processing. The system automatically recognizes and memorizes the progress and the status of every call based on the answers provided. The list of respondents, who have already participated in the interview, is stored in the internal database and the list of loyal respondents is generated and maintained.
This solution drastically facilitated the work of the call center operators. They now need only a headset and a computer with questions displayed on the screen. Supervisors can also benefit from the implemented system as it allows constant monitoring of operator activities.
Olivier Mauxion, Vice President of Power Group Turkey, emphasizes that TECOM showed a great deal of flexibility in adapting to customer specific needs “We were pleased and impressed with both the methodology and people we dealt with throughout the project. Their knowledge and experience were extremely helpful as they guided us through our Call Center Software development process. They were very thorough and flexible in developing a plan that suited our needs and unique requirements.”