Call Centre Workflow
Find out exactly what Our Services include:
The System as a Whole
o Fully Scalable - Ramp up and scale down as your business requires. Adjust
your contact centre communications infrastructure and related costs to
meet your “peak and trough” seasonality over the week, the
month or the year.
o Improved service while saving money - without costly PABX capital purchases.
No concern over obsolescence!
o Cost savings – Stop paying monthly access charges to the phone
company.
o Optional Business Continuity – relocate your contact centre and telecommunications
environment in minutes – not days!
The Telephone Platform
o Carrier Grade communications.
o True SIP platform: “One phone number for life”
o Voicemail
o Free telephone calls between branches
o One receptionist across all branches or offices or multiple receptionist
stations across different branches
o Redundant systems
o Obsolescence free.
o Easy additional office numbers – across town, the state or the
world.
Business Process Management on Demand
o Interrogation with Internal Systems and CRM.
o Issue Specific Task Management, including task reporting and escalation.
o Global reporting on client interaction. Why your clients are calling,
and how well you are meeting their needs.
Click Here for More Information
Contact Centre on Demand
o True skills based routing- deliver calls to your agents based on their
knowledge or areas of expertise.
o Monitoring call activity in real time. How many people are in the queue
on hold? How many calls have been abandoned? Do you have too many or too
few agents available? How should the contact centre be staffed to meet
call volumes?
o Optional Recording of all calls - inbound or outbound, with immediate
access to playback.
o Live Monitor the conversation and interaction between agent and caller
o Functional reporting – average talk time, abandoned calls, missed
calls… and many others.
o IVR – “Press 1 for …., Press 2 for….”
o True queue management and measurement
Click Here for More Information
Optional Real-time Contact Centre Agent Monitoring
• Listen as an observer to Agent conversations in near real-time
Telephone Conversation Voice Recording (Optional Service)
• Records both sides of conversation
• Records inbound and outbound calls
• Continues recording even when caller is on hold
• Records conversations forwarded internally or externally
• Replay of calls available within seconds of call completion.
