Greenstone Financial Services’ call centre administration system

Overview

Greenstone Financial Services approached Entelect to help with their call centre administration system.

With approximately 400 call centre agents, the system would administer incoming calls and filter queries like cancellations directly to the correct agent. This allowed for more effective traffic control.

The agents could then use the system to pull up the caller’s full client history, such as previous account details and policies.

The system allowed the smart CRM to connect to the PABX, and also pull up a call centre script for the agent to refer to throughout the call.

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