BPO
Voice BPO
Viritus Team describes the in-depth process of capturing a customer's expectations, preferences and aversions.
Specifically, Viritus Focus on the Voice of the Customer This technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives.
Viritus Follows many possible ways to gather the information - focus groups, individual interviews, contextual inquiry, ethnographic techniques, etc.
We involve a series of structured in-depth interviews, which focus on the customers experiences with current products or alternatives within the category under consideration. Needs statements are then extracted, organized into a more usable hierarchy, and then prioritized by the customers.
Viritus Voice Team Mainly Focus on a detailed understanding of the customer's requirements
A common language for the team going forward
Key input for the setting of appropriate design specifications for the new product or service.
Viritus Voice Team call centre is operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network.
Viritus Used Premise-based Call Centre Technology Viritus call centres have been built on PBX equipment that is owned and hosted by the call centre operator. The PBX provides functions such as Automatic Call Distribution, Interactive Voice Response, and skills-based routing. The call centre operator would be responsible for the maintenance of the equipment and necessary software upgrades as released by the vendor.