Our consultants have spent over 8 years identifying leading call center trends in a market formerly limited to large operations with heavy incoming call traffic. The result is our ability to establish scaled, customizable call center solutions for any sized business without compromising operational efficiency or quality.
If your business is looking to expand or optimize customer sales, service and support, we can determine the affordable call center solution for you. Take a look at some of the capabilities:
Desktop Call Control
Individual users, agents and supervisors are afforded easy to learn easy to use desktop PC call control via the click of a mouse with our:
- Windows application for call control and display
- Control functions for answer, transfer, conference, and call release
- Monitor waiting personal calls, and preview and listen to voice messages
- Display of calling phone numbers, caller name or DNIS (dialed number information service)
- Out-of-the-box integrated support for Microsoft Outlook®, Goldmine®, and ACT®
Our Call Center Packages offer agents and supervisors information that increases their ability to mange and organize incoming calls. Our solutions offer real time information about the caller, the workgroup queue, service levels, waiting calls, and the agent's own personal call handling statistics.
Agents
Agents can log into and out of one or more workgroups, and can even register a reason code explaining why they temporarily logged out (i.e. bathroom, paperwork). Integration with your corporate web site offers agents the ability to take calls from Internet customers
- Receive web page form data
- Chat or talk via VoIP
- Share Web pages
- Supervisors
Workgroup supervisors receive greatly expanded information on their managed workgroups and agents including:
Agent and workgroup performance data
Workgroup monitoring capabilities
- Supervisors can monitor the status of agents in queues
- Number of calls in queue
- Service levels
- Agents signed in
- Average talk times
- Phone numbers of callers in queue
- Wait Times
Silent monitoring capabilities
- Supervisors can monitor agent conversations with incoming callers
- Supervisors can "barge-into" the conversation to assist agents
- Agents do NOT know when monitoring is taking place
Historical call detail information - Supervisors have the ability to review:
- Performance on an agent by agent basis
- Type of calls entering or leaving the system
- Details of individual calls
Third Party Integration
Because our solutions are software based we offer tremendous integration flexibility with other products.