Call Centre Solutions

If your call centre is primarily inbound, the phone system can provide a range of call handling features to better match inbound enquiries. Auto-attendant provides callers with options to press at the start of the call, such as press 1 to make an order, press 2 to discuss an existing order etc. Call queuing puts callers into a queue with music, an advertisement or even an information message. This reduces waiting fatigue at peak times. We can also enable call back features which ensure customers’ enquires are still dealt with even if they could not make it through to an operator initially.

For outbound call centres, being able to call the right contact is vital. We offer bespoke integrations with CRM databases and other information software, that allows staff to find the correct information the first time and then call immediately. This reduces operating time and ensures accuracy when dealing with a client.

As with our click-to-dial feature, our phone systems can be integrated with CRM to provide information to staff from an inbound call. Screen popping allows staff to be presented with customers’ information or their account when connecting to the phone call. This improves customer service and highlights a better level of professionalism to the caller.

In a fast-paced call centre, wallboard displays are indispensable for handling calls and ensuring quick response times. Wallboard displays show real-time call performance monitoring – such as calls answered, calls made, calls in queue, missed calls, the average time to answer etc.

Our phone systems have integrated call monitoring and analytic tools. Management can view data relating to calls and create bespoke management reports for stakeholders. Call monitoring always highlights problem areas quickly and successes to be emphasised for praise. Any data related to calls can be collected and stored for use at a later date. The information can be stored for as long as required.

One of the best phone systems features for call centres is the “Listen-in” feature. This allows supervisors to monitor calls actively in the present. Not only is this useful for reviewing staff techniques, but they can also be on hand to help in difficult calls. Supervisors can also enable a whisper feature which allows them to communicate with their staff directly, without the caller hearing. The phone system all provides call recording as standard. This allows supervisors to revisit calls for appraisal and use them as examples for training.

With an agent login and log out feature, there is no need for additional hardware for shift work. Each operator can have their own ID which means they can log in to any computer and phone. This feature works great for hot-desking and remote working opportunities. Their calls are tied to their ID so their work can still be individually monitored and calls are associated with their account.

For many call centres, scalability is an important consideration when it comes to phone systems. Some organisations have seasonal work which requires services to be scaled up or scaled down at various points in the year. Others may see rapid growth from year to year and need a communication solution that can adapt. Our cloud phone systems are completely scalable and allow you to add extensions as and when required. We also provide scalability in other ways too. You can have as many phone numbers as you like with any area code or country code to suit you. Each phone number can be controlled independently and can be tagged with a label so you know where those calls are coming from. This is perfect for expanding into new markets.