Call-Centre Solutions

The WannaSoft call-centre solution is an Internet-based application to support both the traditional office-based contact centre and the extended (remote location) contact centre or agent. The technology creates options for the broker to provide the most appropriate solution (in terms of service and cost efficiency) for the business and its customers.

The solution supports:

• Broker-based call-centre
• Overflow call-centre
• Outsourced call-centre (any time-zone worldwide)

Wanna Insure realise it is critical to optimise agent efficiency and effectiveness in a call-centre. To meet this challenge WannaSoft delivers a fully integrated workflow management and marketing campaign management solutions, including:

• Exit points during quotation & policy requiring proactive outbound call
• Customer journey exits requiring customer service call
• Offline customer service management & workflow routing to appropriate advisor/manager
• Campaign budgeting and selection for customer care
• Up-selling and Cross-selling opportunities
• Campaign response analysis

These features will greatly improve the competitiveness and customer service of any brokerage. All functionality allows for flexibility at a business level without the usual high cost of system changes.

Other Wannasoft call-centre solution features includes:

• Permission-based security for all functions and sub-functions
• Document management of all inbound (scanned) and outbound (post; email; sms) correspondence
• Scripting, auditing and notepad facility