Inbound Call Center Solutions
An inbound call center specializes in answering all sorts of incoming business or support calls. The nature of the call handled in inbound calls are sales inquiries, client support services etc. Our Inbound CallCenter Suit automatic control the distribution of your inbound calls to available agents and reduce processing times for higher customer satisfaction and quick response time. It also provides personalized routing scripts that can be modify at any time. It helps in Agent performance like first call resolution (FCR), average handle time (AHT) and time in queue.
Caller ID Routing for Privileged customers.
DID (Called Number) wise routing to process, Call Queuing, and Call waiting.
Skill based ACD (Automatic Call Distribution).
Call Queuing, Queue waiting message, and Queue Overflow.
Call Routing to Scheduler, Voice Mail, External Number, and to IVR.
User Configurable IVRS and CRM.
Call Holding, Incoming Call Beep, Call Conference, Call Transfer, Call Barge-In and much more.
Outbound Call Center Solutions
Our Outbound Call Center Solution is a flexible tool that allows contact centers to manage optimal outbound campaigns. Algorithms allow for maximum customer contacts in a minimal amount of time, while targeting precise campaign sales and service objectives. Outbound call center solution is effectively used for outbound calling process like telemarketing, collection, survey etc. to achieve maximum productivity of Agents.
Sophisticated solution for outgoing campaigns
Campaign contacts auto-dialling
Mass records downloading
Complete operation history for every campaign record
Mass editing, multiple records processing
Blended Call Center Solutions
The focal point of a blended call center is to blend automatic call distributions. Dealing with blended automatic call distribution call centers, also have agents to answer phone calls, while predictive dialing will connect agents only to specific telephone numbers that will answer a concurrent call in the telephony system. Blended call center solutions will drastically decrease the amount of time any agent goes idle from not receiving inbound calls or even being idle through outbound calling. Blended call centers, get things done in an orderly, but continuous manner making it a more productive option for business because there is always an agent working.
Despite the fact that, inbound software for inbound call centers call will differ from the software that an outbound call center uses to manage the calls. The blended call center will have to use software that will enable them to provide both services and handle incoming and outgoing calls in a simultaneous manner for the business which contracts their services. Blended services are a sure solution for businesses who need both inbound and outbound call center solutions.
Virtual Call Center Solutions
Virtual call centers are another fast-growing solution that many businesses are taking notice of and considering when looking call centers. A virtual call center will use software such as, different types of Search CRM software to form a call center, in which agents can be located anywhere geographically. This is an advantage in call center solutions for many businesses because they are able to have people who can work on all different time zones. Also, this takes away from any additional need to purchase an entity to gather people in one place to do this type of work and will cut costs across the board in various ways.
Call Center Wallboard
Call Center Wallboard module enables well-arranged real-time information being displayed on LCD screen/web browser. Wallboard module consists of a set of statistic widgets; every team can create and design their wallboard panel by simply dragging individual widgets on the panel.
Operator's current statuses on individual queues
Queues' current statuses, number of callers and individual operator's utilisation
Overall availability and proportional representation of missed calls
SLA calls in queues