In this section we provide an example of how an initial (onboarding) basic configuration is performed. This includes a general questionnaire, a configuration flow and planning guides.
In order to get some basic information that will aide in getting the initial ChaseData CCaaS system setup going, a questionnaire is usually provided (usually at the demo stage); for a successful setup, it is important to have a set of answers that are as detailed and accurate as possible. Following is some of the information requested.
Initial Setup Questionnaire | |
Date & Time | Submissions date and time |
Company Name | Formal company name |
Company Address | Street / City / State / ZIP Code / Country |
Contact Name | Name of contact person in the company |
Contact Email | Email of the contact person in the company |
Contact Telephone Number | Telephone number of the contact person in the company |
Call Center Mission | Checkboxes to indicate main types of business activities (e.g. Sales / Marketing) |
Line of Business / Industry | Industry field in which company is involved (e.g. Insurance) |
Business Success Measuring Factors | Checkboxes to indicate KPI and factors used to measure success of the business: Agent Time to Answer Escalations per Ticket First Call Resolution Average Talk Time Agent Idle Time Post Call Satisfaction Ratings |
Type of Contacts | Type of contacts handled by the business (e.g. Consumers) |
Type of Calls | Type of calls handled by the business (Inbound, Outbound, Both) |
Nationwide Calls | Indicates whether handling nationwide calls (Yes / No) |
Most important Question That Must be Answered | The most important question that ChaseData must answer during the software demonstration |
2nd Most important Question That Must be Answered | The 2nd most important question that ChaseData must answer during the software demonstration |
3rd Most important Question That Must be Answered | The 3rd most important question that ChaseData must answer during the software demonstration |
CRM Integration | Whether currently using CRM software that requires integration with the ChaseData CCaaS system (Yes / No) |
Website Integration | Whether would like integration from company website or landing page in order to have the ability for inquiries to be followed up (e.g. callbacks) from the ChaseData CCaaS system (Yes / No) |
Network Type | Type of network currently set up at the business location (e.g. Hardwired Internet) |
Broadband Service Type | Type of broadband internet connection in use at the business location (e.g. Cable) |
Computer Type | Type of computers in use at the business location (e.g. MS-Windows based PC) |
Number of Agent Seats | Number of agent seats used by the business |
Number of Agent | Total number of agents employed by the business |
Describe Business Process | Information about the business process that will allow effective configuration and customization of the ChaseData CCaaS system |