In presenting the said award, the judging committee will review if the candidates meet the following criteria, looking for respective evidences for evaluation;
– A detailed definition of the used technological solution or installation is required.
– The evaluation will be made over the total technology use of the call center.Applicants should not apply with technology use in a single area (e.g. home agent practice).
– The characteristic, creative/superior aspects and if any the singularity of the related organization should be emphasized.
– All the technologies described, used during the evaluation period and according to the organization’s business objectives should be part of the solution.
2. The Conformity with the Business Objectives
– Is the technological solution is in harmony with the business objectives and strategy of the Call Center.
– Are the effects of the used technology on the expenses of the Call Center measured?
– Is the selected technology suitable with the expectations and desires of the customers?
3. Basic Call Center Technologies
– Are the size and functions of the ACD chosen according to the needs?
– Is Call Forwarding created according to the needs?
– How is the IVR used? Is it user friendly?
– What are the CTI and multimedia (web, chat, etc.) competencies?
– Are the customer information screens easy to use and can they provide full customer information?
– What kind of applications are there for database, CRM and Knowledge Management?
– Does the web site offer similar functions in order to reduce the Call Center traffic?
– How are the requests received via e-mail, chat and social media are met?
– What are the outgoing call abilities?
– Is voice recognition or a similar technology being used?
– What are the transition abilities among up-sell, cross-sell and channels?
– Voice and image record abilities.
– WFM (Work Force Management) abilities.
– Company specific application and solutions, if any.
– End-to-end reporting abilities.
– Queue Management abilities.
– System continuity.
– What are the load sharing and disaster case scenarios?
– Technologies related to data and voice security.
– Future plans in technology use.
– Suitability of the present technologies with future needs.
NOTE: The Judging Committee has the right not to give award in this category in the event that there is no candidate meeting the above criteria.