Features
A call centre or call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In addition to a call centre, collective handling of letters and e-mails at one location is known as a contact centre.
A call centre is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centers, often linked to a corporate computer network. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called Computer Telephony Integration (CTI).
Most major businesses use call centers to interact with their customers. Examples include utility companies, mail order catalog retailers, and customer support for computer hardware and software. Some businesses even service internal functions through call centers. Examples of this include help desks, retail financial support, and sales support.
FEATURES LIST
AUTOMATIC CALL DISTRIBUTION (ACD) & SKILLS-BASED ROUTING
When a live agent is needed, routes the call to the right queue, gives it the right priority, and routes it to the next available agent who is most capable of handling the call.
INTERACTIVE VOICE RESPONSE (IVR)
Creates menus that walk callers through the choices that lead them to self service information or provides the system the information it needs to identify the best agent for each call.
COMPUTER TELEPHONY INTEGRATION (CTI)
Improves productivity by giving agents relevant and timely customer information and use of their PC workstation to perform telephony actions.
VOICE OVER INTERNET PROTOCOL (VoIP)
Phone calls are transmitted over the internet using Voice over IP technology. No phone lines are required for users and there are no long distance fees between users and the system.
AT-HOME AGENTS
Agents can log in from virtually any internet connection. Contact Manager allows you to support a distributed workforce, flexible resource allocation, and new hiring models.
QUALITY MONITORING
Supervisors can help ensure a positive customer experience by monitoring agent activity such as conversations with callers and inter-agent instant messages.
VOICE RECORDING
Conversations between agents and callers can be recorded, either at the agent’s discretion or automatically, so that managers can assess the quality of the customer experience and use the recordings as supporting documentation for transactions.
VOICEMAIL
Improves customer service by allowing callers to leave voicemails for agents that can be reviewed later by agents and managed by administrators. When voicemails are urgent, email notifications can be set to optionally attach the voicemail.
HISTORICAL REPORTING
Supervisors and Administrators can view and export standard reports on Calls, Campaigns, Call Dispositions/Outcomes, Dialing Lists, and Users.
CUSTOMER HISTORY DATABASE
Key contact information about every inbound and outbound call is available at agents fingertips, improving productivity and promoting full documentation of every call.
LEAST COST ROUTING
Contact Manager supports multiple telecom connections, so the outbound call can be routed to the telecom with the lowest price available.
CLICK-TO-CALL FUNCTION
Calls certain contacts with a simple click on their phone number.
CLICK-TO-EMAIL FUNCTION
Opens a “Send Mail” window by a simple click on the contacts e-mail address.
EXTENSIVE REPORTING ENGINE
The reporting engine provides detailed and summarized information about the agents performance, customer relationships etc.