Turcom

- Consumer Information/Data Center Services
- Complaint Management Services
- 7/24 Technical Support/Help Desk Services
- Customer Satisfaction Survey
- After Sales Support Services
- International Search and Information Services
- Score, Gifts, Payment Information and Monitoring Services
- Logistics Support Services
- Dealer/Service Management

Advanced Interview Queue
Thanks to the advanced queue feature, callers can find out with voice recording about where they are in the queue. The caller can hang up without losing his/her place in the queue, and be called back once it's their turn. You can come up with the most effective welcoming solution by using TRCcallcenter's most convenient call strategies for you.
Ringall : Ringing all phones until any of the agents take the call
Roundrobin : Ringing the phones respectively
Leastrecent : Ringing the agent's phone who took the call first
Fewestcalls : Ringing the least responsive agent's phone
Random : Phones ringing in random

Multiple Queue Support
You can create as many as queues as you want at your call center, and you can concentrate on whichever queue you want.

Skill-Based Routing
The agent with the highest skill score you have defined will primarily get the call.

Programmable Integrated IVR
The most complex IVR scenarios can be generated by Scripting support. It provides easy access to the leading databases, and instant data entry support. Additionally, depending on the data that comes from the database, it is possible to generate dynamic IVR scenarios.

Integrated Voice Recording
You can record the calls without any additional equipment source of which is either analogue, or digital, or IP-based (Analogue trunk, PRI, SIP, H323, etc.) While optionally all calls can be continuously recorded, only a selection of agents and channels can be recorded, as well. It is possible to do 13.000 hours of voice recording with the standard hardware. If desired, you can add an extra hard disk to the system and record up to 150.000 hours.
You can record sound with the defined codecs (g723, g729, GSM, h263, ulaw, alaw, vox, wav). TRC CALLCENTER informs the callers with its robot operator that their call is being recorded. If desired, periodic warnings for recording can be sent.

Open System Structure for Easy Integration
With the Dial Plan, AGI Scripting and Management API, integration with the current or future CRM, ERP and technical support software. In every step of the call, there is a data exchange opportunity with all the databases. Your calls can not only direct your application, your applications can create calls through management API that operates via TCP-IP, or direct the existing calls.

Call Center Reporting
"Agent CDR Report"
"Agent Session Report"
"Queue Cession Report"
"Queue Answer Report"
"Service Report"
"Daily Call Report"
All of these reports are in Turkish and you can obtain them whenever you want.