The perfect solution for call centre management.

1. Call Scripting
for Contact Centers

2. TKDialogs: international

3. TKDialogs: UK

4. TKDialogs: local government

5. The plight of the contact center agent

6. Customer facing Job Specification
Interpersonal skills
of a psychologist

7. Range of processes and services
Organisational Model
Level 1 service & outcome structure
Process Library
Customer Interface
• Deliver a joined-up customer experience and ‘whole view’
• Enable continuous improvement by encouraging and collecting feedback
Population Environment
• Improve the skills base, among • Develop and maintain aesthetic
adults and children alike
• Provide advice, care and support to
harmony
• Improve cleanliness and
Process Details
the needy sustainability
• Develop the local cultural, sporting • Minimise environmental risks to
and general identity health
• Promote a sense of community & • Enable smooth communications
inclusion throughout the population and living through modern, reliable
• Develop prosperity through infrastructure
business and tourism
Corporate & Strategic functions
• Improve the day-to-day functioning of the municipality and service delivery
• Manage back office, front office and service delivery teams to optimise the
customer experience
• Promote competitive and fair employment and procurement markets

8. Range of processes and services
Job Specification
Interpersonal skills
of a psychologist
Possibly hundreds of inquiry types to an
Knowledge of be
expert
handled by the agent with an aim to
resolve 80% at the first point of contact

9. Data quality Job Specification
Interpersonal skills
of a psychologist
Data needs to be entered accurately of an
Knowledge into
expert
the CRM and other systems for follow-up
and to monitor SLAs
Skills of a
computer
operator

10. Agent profile Job Specification
Interpersonal skills
of a psychologist
Typically
• Salary: Low
Knowledge of an
expert
• Turnover: High
• Training: Ongoing Skills of a
computer
operator
Pay: minimum wage

11. What do TKDialogs and CRM deliver?
• A single user interface for the Agent
• Provides unified access to multiple CRM modules
• Provides unified access to multiple data sources
• Automates business logic based on user input,
calculations and multiple data sources
• Launched from CRM or CTI

15. What do TKDialogs and CRM deliver?
• Generates documentation from multiple
modules and data sources
• Populates CRM records and links to other
products
• Automates CRM activities

16. Automation

17. Benefits
• Reduction in transaction time
• Reduction in training costs, initially and on-going
• Resolution of enquiries at the first point of contact
• Ensures consistency
• Better staff utilisation - multi-skilling
• Increased back office productivity
• Better customer service

18. Dialog Builder
• Easy-to-use, flowcharting design tool
• Automatically generates web pages
• CRM integration wizard
• Integration with other data sources
• Extensible through custom plugins

21. Partner Benefits
• Extend existing CRM deployments
• Win new business opportunities in the contact
center market
• Win additional services business

22. matthewn@astraia.co.za
www.astraia.co.za
@astraiatech