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DSC Tech Library
This section of our technical library presents information and documentation relating to Call Center technology and Best Practices plus software and products.
Since the Company's inception in 1978, DSC has specialized in the development of communications software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments.
The following article presents product or service information relating to call centers and customer service help desks.
Call Centers Handle McDonald's Orders
"If you're in LA and you hear a person ... with a North Dakota accent taking your order, you'll know what we're up to," chief executive Jim Skinner said during a presentation to industry analysts in New York.
McDonald's is testing the use of remote call centers to handle drive-through orders.
Company officials said the idea, being tested at a small number of restaurants in the Pacific Northwest, is aimed at reducing the number of mistakes at the window.
"If you're in LA and you hear a person ... with a North Dakota accent taking your order, you'll know what we're up to," chief executive Jim Skinner said during a presentation to industry analysts in New York.
The strategy would help process orders more quickly and allow employees to focus on delivering better customer service, according to the McDonald's, the world's largest restaurant chain.
"You have a professional order taker with strong communications skills whose job is to do nothing but take down orders," said Matthew Paull, chief financial officer of the Oak Brook, Illinois-based fast-food giant.
Paull said a "heavy percentage" of complaints received by McDonald's are from drive-through customers who got the wrong order.
"Even if 95 percent of the time it's right, those 5 percent are very upset with us," he said.
CRM Call Center Software
Database Systems Corp. (DSC) has been providing CRM Customer Relationship Management solutions to businesses and organizations for 2 decades.
TELEMATION is a Customer Relationship Management (CRM) application employed in a wide variety of organizations including contact centers, help desks, customer service centers, service bureaus, reservation centers and corporate call centers. The package has extensive CTI features and is fully integrated with our PACER phone system. TELEMATION operates on Linux, Unix or Windows servers. Software programmers can develop call center applications quickly using the robost features found in the Telemation toolkit.
Call Center Phone System
The PACER is a call center phone system that handles inbound and outbound calls for a wide range of contact centers. Calls are either initiated by the phone system or accepted from the outside and distributed in an intelligent fashion to your service agents. The PACER includes ACD and IVR components, plus call recording capability. Using industry standard components, the PACER phone system has features and functions that can only be found in large scale PBX’s, but at a fraction of the cost. And the PACER has predictive dialing capability that cannot be found in most of these larger phone systems. The PACER phone system can connect calls to your employees working at home or in a local or remote office. The PACER communicates with applications written on Unix, Linux, or PC servers over a LAN. For a complete product presentation, download our PACER demo.
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