Linda, Customer Care Manager

Linda runs the call centre of OmegaPoint, a major utility company.

Monitor call centre activities

MECOMS™ offers a 360° cockpit view to get an overview on all customer data. This includes invoices, consumption, meter reads, contract, service request, information exchanged...

Increase customer satisfaction

Forced automation and standardization of complaints and contract settlements leads to clear and regulated communication with the customer.

Automation offers the user simplified processing, enhanced monitoring and reduced error rate. The salespeople can correctly inform the customer to avoid call backs and escalations.

MECOMS™ is user-friendly and features an efficient interface. This allows call centre operators to resolve customer calls quickly and with minimal needs for training.

Do it first time right

MECOMS™ allows Linda to quickly look up the necessary information and not only view but also directly complete 80% of the tasks without escalating the issue.

This enables her to due her work more efficiently and makes sure Linda can communicate directly to the end customer with detailed information

Integrate telephony

Due to the telephony integration of MECOMS™ complex call center scripts and routing scripts can be configured. The number recognition makes sure the right customer profile is directly displayed when the customer has a request. The dial-out functionality maximises the benefit of fully integrated telemarketing.