REQUEST FOR PROPOSALS FOR THE IMPLEMENTATION OF A CALL CENTER SYSTEM

Finbank S.A. is looking for a provider of high-performance and scalable call center solutions to improve the customer experience.

Specifications
The proposed solution must be an on-premise system, equipped with a CRM (Customer Relationship Management Software) that includes the following functionalities: Reporting and analysis, complaint tracking, multichannel communication, trend analysis for effective customer relationship management.

 Once implemented, the expected services are as follows:

• Automatic Call Distributor (ACD): ACD is responsible for routing incoming calls to the most appropriate agent or service based on predefined criteria.
  • Interactive Voice Response (IVR): IVR allows callers to interact with automated menus.
  • Call Recording
  • Computer Telephony Integration (CTI): CTI allows integration with other systems, such as customer relationship management (CRM) software.
  • Call Monitoring and Supervision
  • Handling a large volume of incoming calls thanks to the virtual queue;
  • Making direct calls to customers and collecting feedback on satisfaction and deriving various satisfaction indicators;
  • Conducting and managing call or SMS campaigns on demand;
  • Providing real-time reports with customizable dashboard visualizations according to information needs;
  • Possibility to redirect received calls to another number for the resolution of urgent complaints.
  • Automatic identification of the caller (Name, first name, profile, etc.) before even answering the call thanks to the CRM;
  • Possibility to record customer calls and conversations (voice recording);
  • Recording of the history of complaints by customer, by date, by product, etc.
  • Ability to record complaints with different priorities (Urgent, not urgent, etc.);
  • Ability to change the status of a complaint once the problem is resolved (Status: Open, Wait for response, Closed, etc.)
  • Search function with multiple criteria (Client, complaints, etc.)
  • Real-time reports (dashboard) on the performance of the call center;
  • Report on the availability of call center agents, report on the presence of call center agents, the number of calls handled, the number of call handling hours;
  • Multichannel support: a system that will allow us to interact on multiple channels (telephone and WhatsApp) from a single platform, for a seamless customer experience.
  • A system capable of handling calls from all mobile network operators: ensuring that all mobile phone users can interact with the system effectively and reliably, regardless of their mobile service provider (Econet, Lumitel, Onamob, etc.).