No connectivity means no income if you’re running a call centre. The ability to make and receive calls is everything. All call centers, whether small or large-scale, should have an effective and efficient phone system.
Here are some of the ways PBX systems benefit Call Centers specifically
- Cost savings – a virtual PBX requires little or no infrastructure as it uses the Internet to deliver connectivity. Virtual systems are more cost-effective and easier to maintain compared to maintaining in-house legacy technology.
- Scalability – a virtual solution means your telecommunications requirements can grow with your business.
- Traceability – a PBX allows you to track call data, which can help with billing and budget allocation.
- Other benefits include reliability and redundancy, automatic upgrades and superior voice quality.
Never Miss a Call – Advanced Contact Center Reporting
Monitor call queues in real-time and ensure nobody is missing that important inbound call.
- Real-time monitoring
- Detailed reports of longest wait time and abandoned calls
- Statistics on SLA and Callback
- Call Back option for customers not willing to wait
Advanced Queue Strategies and Real-Time Statistics
Monitor how long customers are kept waiting and the time agents spend on a call.
- Monitor user activity and extension statistics reports
- Check average talk time and call distribution
- Queue answered calls by wait time
- Take note of SLA and callback statistics
Track Agent Performance
Track your call center’s performance and reduce unnecessary customer loss.
- Listen in to hear important calls without your agent’s knowledge
- Use the whisper function to train new agents during a live call
- Barge in and take control of a call when agents get it wrong
- Live chat and talk with your website visitors
Tailored to Outbound or Inbound Call Centre Needs
When it comes to virtual call center software, there is a big difference between outbound and inbound contact centers. We offer tailored solutions to suit your call center needs and priorities.
- An automatic call distributor to assign calls to agents as they come in
- Predictive Dialer is ideal for Outbound call centres and debt collection companies
- Outbound IVR for marketing, political campaigning, and market research using pre-recorded or synthesised voices.
- Voicemail detection to either hang-up or leave a message
- Phone Survey to poll customers
- Voice Broadcasting to send SMS messages with interactive responses using the phone keypad.
- DNC (Do not call) Lists for contacts who do not want to be called.
