Increase Customer Satisfaction, Establish a Professional Call Center!
The call center is the heart of your business's communication with its customers. As Dem Teknoloji, we establish modern call center infrastructures, offer IVR (Interactive Voice Response), ACD (Automatic Call Distribution), CRM integration and omnichannel communication solutions. Whether you establish a small-scale customer service department or manage your large-volume call center operations; we improve customer experience, increase operational efficiency and gather all communication processes on a single platform with our advanced technologies.
Call Center Infrastructure Installation
We design and install call center infrastructure specific to your business needs.
- Cloud or on-premise call center installation.
- IP phone and headset equipment supply.
- Operator panel and manager dashboard setup.
- Capacity planning and scaling strategy.
- On-site installation and testing processes.
IVR and ACD Systems
We improve customer experience with smart call routing and interactive voice response systems.
- Multi-layer IVR menu design and voiceover.
- Skill-based call routing.
- Call queue management and hold music.
- Dynamic call distribution (routing to the most suitable operator).
- Time-based routing (working hours/off-hours).
CRM and ERP Integration
We integrate the call center system with your existing business software.
- Salesforce, Microsoft Dynamics integration.
- Automatic screen opening of caller customer information (Screen Pop).
- Automatic recording of post-call notes to CRM.
- Tracking of order and support requests.
- Connection to your custom software with API.
Reporting, Analytics and Campaign Management
We measure your call center performance and manage your outbound campaigns.
- Real-time dashboard and operator monitoring.
- Detailed performance reports (call volume, response times, SLA).
- Automatic calling campaigns with predictive dialer.
- SMS and email campaign management.
- Survey and customer satisfaction measurement (CSAT, NPS).
Frequently Asked Questions
The investment amount varies depending on the size of the call center and needs. You can start with low initial investment cost with cloud-based solutions. On-premise systems require higher initial cost but may be more economical in the long run. For an average 10-person call center, you can start with a monthly operational cost model in a cloud-based solution. We perform your needs analysis for a detailed price offer.
IVR (Interactive Voice Response) is a system that directs callers with automated menus. It ensures that customers reach the correct department. It reduces waiting times and lightens the operator load. It can automatically answer simple queries (balance, order tracking). It allows you to provide 24/7 service. It appeals to a wide customer base with multi-language support. It creates a professional image and increases customer satisfaction.
Yes, our call center systems work integrated with popular CRM platforms such as Salesforce, Microsoft Dynamics, HubSpot. Past records of the calling customer open automatically on the screen (Screen Pop). Notes and records after the call are automatically transferred to CRM. Customer interaction history is collected on a single platform. It can connect to your custom CRM systems with API integrations. Data synchronization is done in real time.
Omnichannel is a solution where all communication channels are combined in a single platform. It manages requests coming from phone, email, WhatsApp, SMS, web chat, social media channels. Regardless of which channel the customer writes from, past conversation records can be accessed. When changing channels, conversation history is preserved. It improves customer experience and increases operational efficiency. All interactions are tracked from a single screen.
While call recording is legal, you must notify your customer within the scope of GDPR/KVKK. You must give a warning in the first IVR menu as "Calls may be recorded for quality control purposes". Records must be stored securely and encrypted. Call records constitute evidence in case of disputes. Personnel quality can be increased by using them for training purposes. It serves as a reference in resolving customer complaints.
Our call center system manages outbound campaigns with Predictive Dialer and Auto Dialer features. You can upload customer lists from Excel or CRM. It automatically calls, skipping busy/unanswered numbers and directs to the operator when connected to the customer. It tracks campaign results (connected, busy, no answer, sales made, etc.). We plan calling times in accordance with the legal framework. You can also manage SMS and email campaigns from the same platform.
Cloud solution offers low initial cost, fast installation and remote access advantage. Automatic updates and backups are made. Capacity increase is easy. On-premise solution provides full control, data security and long-term cost advantage. It is more economical for large call centers. We can determine which model is suitable for you with needs analysis. Hybrid solutions are also available.
Our system offers real-time and historical reports. Operator performance reports (number of calls, average talk time, waiting time). Call volume and traffic analysis. Incoming/outgoing call statistics. Response rates and abandoned call reports. SLA (Service Level Agreement) compliance tracking. Customer satisfaction scores. Reports can be sent via Excel, PDF or automatic email. You can monitor instantly via Dashboard.
Yes, our system fully supports the home office working model. Operators can connect via softphone or web interface from anywhere with an internet connection. Secure connection is provided with VPN. The manager can monitor the real-time performance of operators. Access to call records and customer information is done in a controlled manner. It is an ideal solution in flexibility working models.
Yes, we integrate WhatsApp Business API into the call center system. Messages coming from WhatsApp fall into the operator panel and are answered. Auto-reply messages and chatbot integration can be done. Notification and campaign messages can be sent to the customer (subject to opt-in). all WhatsApp conversations are recorded and reported. Managed together with phone, email and other channels. The customer can communicate through the preferred channel.
In cloud-based solutions, installation can be completed within 3-5 business days. In on-premise systems, it may take 2-4 weeks depending on hardware delivery time. Needs analysis, system design, installation, test and training processes are included. Complex integrations (CRM, ERP etc.) may require additional time. Our project manager follows the processes step by step. We take it live after testing the system with pilot operation.
Yes, we offer comprehensive training programs. We give system usage training to operators. We perform reporting and configuration training for managers. We provide 24/7 technical support service after installation. We can solve problems by connecting remotely. System updates and maintenance are carried out regularly. We provide user manuals and video training materials.
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