Projects involving a hotline may be categorised in the following way:
- Information hotline
- Sales hotline
- Complaints hotline
- Customer service hotline
In contrary to outgoing phone calls, the hotline is commendable in internal and external Call / Contact Centers.
It should be highlighted that, due to direct contact with existing or potential Client, this area is important for every company. This is why this area makes profits, but also sometimes negatively influences not only company’s reputation, but also incomes and revenues.
In organising and realising this type of Projects, we can see the difference in the quality of customer service. There are many key points that have to be accurately planned to make the hotline function properly.
This area ensures a quick return on investment.
This service includes:
- Analysis of the offered products and services
- Target market analysis
- Sales process analysis
- Customer service analysis
- Hotline quality analysis
- Customer survey
- KPI indicators research
- Analysis of the results of particular processes
- Defining KPI indicators
- Team choice and training
- Processes and results monitoring