7.0.

2 INFRASTRUCTURE AND TECHNOLOGY USED

Infrastructure and technology used in Contact Centre is divided by 2 which are to the
employees and to the customer

1. To employees
 Facilities:
 Office
 Meeting room
 Pit area
 Pantry
 Toilet

 Agent’s equipment for the customer services:

 Computer
 Headphone
 Telephone
 Table and chair

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2. To customers
 MITEL

Mitel is a global provider of enterprise and mobile communications powering more than 2
billion business connections and 2 billion mobile subscribers every day, Mitel helps
businesses and mobile carriers connect, collaborate and provide services to their
customers.

Mitel is chosen as their Contact Centre Solutioning Vendor due to the following below:

 Taken complexity out of the conversation

 Broken down the barriers between office and everywhere else
 Linked voice and data in harmony
 Lowered communication costs
 Simplified the user experience
 Made deployment and maintenance so much easier
 Innovated with an eye toward the future and understanding that the need to
communicate most certainly will

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 Interactive voice response (IVR)

Interactive voice response (IVR) is a technology that allows a computer to interact with
human through the use of voice and DTMF input via keypad. In, telecommunications,
IVR allow customer to interact with a company’s host system via a telephone keypad o
by speech recognition, after which they can service their own inquiries by following the
IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated
audio to further direct users on how to proceed. IVR application can be used to control
almost any function where the interface can be broken down into a series of simple
interactions. IVR systems deployed in the network are sized to handle large call volumes.

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 CRM Software

The Ulysses CRM suite is ideally suited for use by the organizations that support
external customers on a contractual basis, such as Field Service companies. It is also
provides a powerful set of capabilities to handle customer complaints and customer
feedback. The current CASB contact centre support for the ePerolehan community is
using Ulysses as the back and front end support for the agents.

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 8.0 PROBLEM SOLVING PROCESS AND STRATEGIES IN THE CUSTOMER SERVICE
DEPARTMENT

In order to solve their customer problem, Commerce Access the subs company who
handle the integrated customer service for commercedotcom have firm strategies to let their
customer approach them through counter service or contact centre. In contact centre section,
they practiced these standard operation procedures (SOP) that are:

 Telephony system
 Customer Relationship Management (CRM)
 Application User Guide and Manual
 Contact Centre Script and Customer Handling Process
 Contact Centre Checklist

They also use MITEL Technology as their Contact Centre Solutioning vendor so they
can ease the process. By using this technology they can handle complexity out of the
conversation. It also can break down the barriers between office and everywhere else. Next,
Mitel help to link voice and data in harmony plus it can reduce the communication costs.

Next is, Commerce Access also use CRM Software that called Ulysses CRM suite.
This software used to support external customers on a contractual basis. It also provides a
powerful set of capabilities to handle customer complaints and customer feedback. The
current CASB contact centre support for the ePerolehan community is using Ulysses as the
back and front end support for the agents.

Usually the customers who call the Commerce Access Contact centre is the one who
have problem to fill the form in the ePerolehan portal, how to register their business with
Minister Of Finance, using of system, not really clear with government policy and they will
call the contact centre.

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The processes of problem solving with solution are:

1. Identifying problems

The initial phase in critical thinking is to recognize the issue. This may appear to be basic,
however as any prepared call focus specialists knows, once in a while isn't so clear. The
agent need to know what is the client calling about and is there is issue specific or the same
issue bring by the client. Usually the client in commercedotcom is all suppliers whom have a
major problem in log in the ePerolehan portal. When the agent clearly identified the
problems, explain and summarize the problem to the customer and get verbal confirmation
that they agree the problem identified by agent are what they look for solving. This ease the
agent’s job and improve the quality of services.

2. Find out why the problem exists

Once the problem had been identify and confirmed with customer, find out why the problem
exist. The agent needs to understand the problem and try to gain a better understanding of
suppliers needs. It is true that a call center agent aiming to provide top-notch services, a
contact center agent must understand how the issues impact the customer. For example, the
commercedotcom customer doesn’t know how to use ePerolehan and call you for problem
solving, an agent might feel sorry for them and say so (e.g., “I am really sorry for all of the
extra effort. I can understand that you are frustrated.”) and convince their issue as normal
priority. Understanding how the issue impacts the customer will help us to prioritize tasks
and also connect better with our customers.

3. Clearly define the problem and generate possible solutions

When the call center agent completed the steps 1 to 3, it is time to not only clearly define the
problem but also to define what the customer wants or needs. At this point, they should
already have comprehensive understanding of both, but the agent should check in with the
customer to make sure they are on the same page as their customer. Once the agent
identified a concrete problem, it’s the right time to brainstorm possible solutions.

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