Working faster and more simply; better offering

With our Contact Centre and Process Assistant, Pegamento brought structure to the outbound call centre. We created a single overview screen for the 80 or so internal and external agents, with all customer information and tasks in one place, including a useful FAQ menu. On the same screen: interactive call scripts based on decision trees that are automatically supplemented with known customer data. The solution also includes an integral customer view, so that the agent does not offer the same subscription to a subscriber of a particular title. In addition, it features a module that enables self-management of these and new scripts.

When an agent makes a call, they immediately get a complete customer overview: subscription types, call history, and so on. Based on the potential subscriber's answers and the call scripts, Process Assistant extracts the most suitable offer from the full range of DPG Media's titles.

Thus, all agents have an overview of customer information, tasks, and reports, as well as access to all necessary information such as call scripts, from wherever they are working. Partly due to automated workflows and task overview, structure is created and agents can make a better offer to potential subscribers.