Owner

Overview

FIRST LINE The system is specially designed with an owner structure to accommodate the needs of Business Process Outsourcing (BPO), helping professional outsourced customer service teams use human resources more flexibly and improve efficiency. Under the owner structure, even if a customer is the same person in reality, if they belong to different owners, we still need to add separate customer records for them to prevent misuse of data across different contracting owners.

For example, suppose an outsourcing team handles call services for Company A and Company B, and Ms. Tsai is a member of both Company A and Company B. When Ms. Tsai calls through Company A's service line, the customer service agent can only find the customer record for “Ms. Tsai” whose owner is Company A in the “Service Desk” or “Ticket” searches, and cannot find the “Ms. Tsai” record for Company B. This is because customer records of different companies are not interoperable.

The owner structure ensures that customer data of different contracting owners remain separate and secure. This allows professional outsourcing teams to manage customers of different owners more effectively, avoiding confusion and misuse of data, and ensuring service accuracy and reliability.

Management

You can add or modify owners by going to “Applications” in the left menu and clicking the “Owners” option.

Application

After adding an owner, the following data layers are provided for owner segmentation, including channel integration, customers, and tickets. This segmentation ensures data separation and prevents confusion.

In our system, data under the same owner is treated as a group. For example, tickets of owner A can only select customers belonging to owner A and cannot select customers belonging to owner B. This division method ensures clarity and independence between different owners' data, preventing confusion and erroneous use of information.