With our newly founded company, we provide call center services such as appointment scheduling, quality calls, and follow-up inquiries. We are looking for software that allows us to bill according to the contacts across three separate campaigns.
We have the following requirements for the software:
- Campaigns should be evaluable down to the agent level; each campaign can have different contacts with different clients.
- The software MUST record how much time has elapsed from the start to the end of the contact.
- Depending on the campaign, there are different “contact statuses” that must be defined for each campaign when the campaign is completed.
- Within the campaigns, appointments are recorded, confirmation emails are written to customers, or simply a follow-up or similar is created.
- The software must provide space for email templates that can be filled with text modules, but where the agent can also decide to write something themselves.
- The connection should ideally run via VoIP, which we will either set up ourselves or use the Placetel service.
- I would prefer it to run on a Chromebook, both the telephony and the software or web application.
- We want to host and set up the system ourselves, depending on the effort involved.
- Identification should be via SSO or authenticator key. (Currently, the “most secure” connection requirement is Exchange Server with SSO).
- Subsequently, it must be possible to
- output the working hours per agent.
- invoice all clients at the end of the month.
Three to five software workstations are required.