Call Center Management

The foundation blocks of a successful call center management are technology and human resources that are integrated with the correct process design.

CMC enables achievement of your company’s customer care targets with its flexible structuring and project-based planning. Employing all communication channels in an integrated fashion, CMC adopts an approach focused on reducing your costs by enhancing your operational productivity through superior technology and correct process planning.

Our difference lies in the investment we make in humans...

Its human resource is the most valuable asset for CMC. We aim to be a highly-motivated team made up of problem-solver and creative agents focused on customer satisfaction and quality service. Human resources management represents the most important component at CMC Call Center.

Quality in service, maximizing performance, and customer satisfaction are possible only on the back of effective management of human resources. Human resources management in each project is built on a competency-based selection system, competency- and performance-based performance appraisal and career development system.

Planning and implementation of training make a whole with the performance appraisal system; weaknesses and improvement areas identified during appraisal are compensated with the training programs provided.

The technological infrastructure at CMC has a flexible format that can be constantly upgraded and customized to respond to customer demands and requirements. CMC ensures 24/7 uninterrupted operation of all system components.

The following can be listed among the technologies employed at CMC that enhance the performance of call center operations:

• ACD (Automatic Call Distribution): At CMC Call Center, the ACD system is used which routes incoming calls to agents or voice response units.
• CTI (Computer Telephony Integration): CTI is a system enabling computerized monitoring of the data on calls. CTI allows use of various functions such as defining very large numbers of different users, increasing uninterrupted system capacity, definition of unlimited skill groups, message in call flow, advertising reminder content, alternative flows and ACD announcements.
• VRS (Voice Recording Systems): All calls are recorded at CMC. Searching is enabled on the basis of various criteria like the time of call, dialed number, dialed customer, etc. and the right records are accessed as soon as possible.
• IVR: IVR is another technology employed at CMC depending on project requirements. IVR works with the integration of ACD and CTI; it uses the IVR-operator-IVR cycle alternatives, and maximizes information security by preventing the operator from viewing the data entered in the IVR.
• CRM Applications: CMC's proprietary CRM applications developed specifically for multiple call center operations are web-based and script-driven. This structure facilitates definition of rules, and the application is managed centrally. CMC’s proprietary CRM applications can be introduced rapidly and flexibly according to project requirements.
• Dialing System: Dialing systems used by CMC include the dialer system based on the soft PBX solution known as ININ (Interactive Intelligence). The ININ system is a very efficient solution for progressive or predictive calls. Preferred particularly for quick access to a large number of data in line with customers’ needs, the ININ system uses unlimited parameters, thus significantly enhancing the performance of call lists.

Abiding by the agreements and confidentiality is an essential principle we always remain loyal to when creating the added value we offer. While developing our IT security policy, a structure maximizing security was created giving due consideration to access security and information security criteria. All data delivered to CMC or those that are received during the course of the project belong to the project owner and may not be used for any other purpose.

Processes determined with the customer at the inception of the project are distributed to departments and compliance with processes is audited by the Quality Department. The entire process is steered by CMC in line with the set targets. CMC offers consultancy to the customer regarding the selection and management of the technological infrastructure necessary to attain the targeted performance levels.

At CMC Call Center, customer satisfaction is targeted via effective process management through;

• Project-based organization planning
• Workforce planning
• Estimation/analysis and shift planning
• Quality management
• Analysis and reporting

CMC handles the definition and management of processes within the frame of strategies defined by the customer and the call center work scope, definition, planning, selection, placement, motivation and management of the workforce in line with performance targets.

The project is constantly monitored in keeping with the “Real Time Management” principles. In this way, improvement actions are taken through technical infrastructure upgrades and trainings, thereby ensuring healthy and efficient running of the project.

The quality of CMC Call Center in its fields of activity is endorsed by the ISO 9001 Quality Management system certification earned in June 2002 upon the audits conducted by the UK’s WCS company. All projects are managed and audited within the framework of ISO 9001 Quality Management System at CMC.

"360º Approach" Quality Management implemented at CMC takes on a thorough performance evaluation, control and monitoring of the service provided at the call center so as to make the experience of the end consumer with the call center a unique one. For corporate customer satisfaction, the service offered to the end consumer and the satisfaction of employees providing such service are continually measured and evaluated, thereby ensuring superior quality service and sustained quality.