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Enabling Business Communication at scale, uniquely engaging one customer at a time.Enabling Business Communication at scale
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“Thank you Bidvest team for your great service throughout 2024.”
- MTN
“Working with the Bidvest team is a real pleasure. We've thoroughly enjoyed partnering with a local provider for our business' WhatsApp profile - invoicing is simple and our templates are loaded and approved speedily. Prepaid24 would highly recommend Bidvest. Such a seamless process from setup to production!”
- Prepaid24
“We're incredibly grateful to the Bidvest Data Team who go above and beyond to support us with vital customer communication. Their commitment and innovation has kept us at the forefront of electronic customer engagement.”
- Sanlam Retail Mass
“Dear Bidvest team, Just wanted to take the time to say a very special thank you to TEAM BIDVEST. Everyone at OUP thanks all the people involved over the last few weeks and trust me, everyone in our organization now knows how much we can depend on Bidvest and we're all truly grateful for your efforts. Your responsiveness to our changing needs and requests is truly appreciated”
- Oxford
Learn the essential steps to configure communication history archiving for your call centre. Ensure compliance and enhance operational efficiency with Bidvest Data's expert guide.
In the complex environment of corporate call centres, managing communication history is vital for compliance, customer service enhancement, and operational efficiency. This detailed guide outlines the essential steps required to configure communication history archiving effectively, ensuring your call centre adheres to regulatory standards, protects sensitive data, and utilizes historical interactions to inform business decisions.
Communication history archiving involves the systematic storage of all interactions that occur within a call centre environment, including voice calls, chat transcripts, emails, and SMS messages. This archival process not only facilitates compliance with regulations such as POPIA but also enables analytics that can reveal important operational insights.
Implementing an effective communication history archiving strategy requires a structured approach. Below, we outline the essential steps for enterprises to configure archiving systems specifically for call centres.
Begin by evaluating the unique needs of your call centre:
Select an archiving solution that meets your needs:
Deploy the chosen solution with careful planning:
Security is paramount in protecting archived data:
Ensure all staff understand the importance of archiving:
Regular monitoring ensures continued effectiveness:
Incorporating a strategic communication history archiving solution within your call centre operations is not merely a regulatory obligation; it's an investment in the future of your enterprise. Effective archiving allows for improved customer service, better compliance, and actionable insights from past interactions, ultimately driving business success.
Get started today and see immediate results
All end-user communication can be stored on our Constellation platform, including email body text, the PDF document as it was created at that time, any marketing content, HTML or web content, SMS text message details, delivery, and failover results. This enables call center agents to retrieve, view, and resend content upon user engagement. Constellation allows configurable storage periods down to the campaign level. Roles and responsibilities are defined within the system, and all agent activities are tracked for audit purposes. Agents are securely onboarded via email, and inactive agent accounts are paused and blocked after periods of inactivity.
Get answers to common questions about Call Centre Access To Communication History
“Thank you Bidvest team for your great service throughout 2024.”
- MTN
“Working with the Bidvest team is a real pleasure. We've thoroughly enjoyed partnering with a local provider for our business' WhatsApp profile - invoicing is simple and our templates are loaded and approved speedily. Prepaid24 would highly recommend Bidvest. Such a seamless process from setup to production!”
- Prepaid24
“We're incredibly grateful to the Bidvest Data Team who go above and beyond to support us with vital customer communication. Their commitment and innovation has kept us at the forefront of electronic customer engagement.”
- Sanlam Retail Mass
“Dear Bidvest team, Just wanted to take the time to say a very special thank you to TEAM BIDVEST. Everyone at OUP thanks all the people involved over the last few weeks and trust me, everyone in our organization now knows how much we can depend on Bidvest and we're all truly grateful for your efforts. Your responsiveness to our changing needs and requests is truly appreciated”
- Oxford