Operator Call Center
Operator Call Center (OCC) for premium conference services
Delivering premium conference services requires efficient and
economic live operator support. Our Operator Call Center (OCC) meets
these challenging requirements by offering the complete range of
inbound call centre functions combined with an integrated, comfortable
audio console. Skill Groups handle requests in different languages,
conference reservations, account management, operator fallback calls
and live operator calls. Conference participants can easily be added,
dropped or moved between conferences. An operator can become a co-host,
for example in a Q&A session.
Multi-client enabled platform and distributed operator desks
The multi-client capability of the Lindenbaum Conference platform
has as well been applied to the OCC consistently. Thus resellers can be
added and their own ACD groups with teams and operators can be assigned
to them. These reselleroperators can then provide their services from
another location or from different locations. This allows for example
operators to serve a reseller located in Hungary who has its own
operator team staffed with native speakers. Distributed operator teams
can be connected via PSTN or VoIP.
Monitoring and quality management
Monitoring and service quality management are essential to achieve
service excellence. Call recording, silent monitoring, online
statistics, wallboards, and on-site coaching provide a powerful set of
tools in order to systematically assess and improve quality.
