In the direction of the services provided, it is targeted that companies provide the required services to their individual customers through alternative channels with the trained and experienced staff that can be adapted to new subjects in a short period and that can quickly activate different work groups with the IVR (voice response system). The communication center that plays an important role in today's customer focused marketing approach is a center that administer the communication of companies with customers, dealers, business partners and other parties.

With the high technology and expert staff that OYTEK has, they provide uninterrupted and quality services not only with the call center service, but also with all the channels where companies can access customers and/or customers can access companies. The customer interactions coming through different channels are being directed, reported and controlled by the OYTEK Communication Center.

With the OYTEK Communication Center Installation, as turnkey projects from infrastructure installation in required points, employing operators to start of operation can be done, services are provided in both technical and operation subjects with the Communication Center Consultancy.

PERFORMANCE APPRAISAL PROGRAM

With the performance appraisal program in the OYTEK Communication Center, the performances of customer representatives can be evaluated.
The performance criteria determined on the basis of jobs are defined in the system and the performance appraisal forms are prepared. Appraisals are done on these forms and the sound recording, documents such as e-mail and fax subject to appraisal are interrelated to the form. As a result of appraisals, reports are prepared for each customer representative and workgroup. All users having access authorization view these reports on the system.

With the performance appraisals done through this program, the activities needed for the development of customer representatives can be determined without losing time and necessary training plans can be done. Moreover, the changes in the performance of the customer representatives can be monitored on a time scale.

PAPERLESS MEDIUM (e-archive)

All information reaching OYTEK Communication Center is stored on electronic medium. Every user connected to the local network has the right to access this information within the authorizations.

Faxes arrive directly to the system and are stored by being recorded at different indexes as per the source they come from and to the department they are required to be directed. Because the faxes are recorded on the database as well, which fax came from where and at what date, the index and the filename can be queried. All conversations are recorded, stored and backed-up, independent of the computer the customer representative uses (free seating). The persons authorized for listening to the conversations can make queries according to the determined criteria (such as customer representative, customer, hour, date) without standing up from where they are and access the record in a very short time. The required queries can be done over these records and various reports can be prepared.

OYTEK Communication Center Services

With customer representatives, experienced in their subject, trained for the job, having high persuasion abilities, OYTEK Communication Center provides the following services: