A hosted Contact Centre service is used by businesses to centrally manage staff availability and ensure business calls are answered. Agents often log-in to an online system or dial-in to become active in a call group or call queue so that they can work in an office environment, at home or on the move. Online management is provided for agents, call routing, and call control.
Depending on the departments within your business, the volume of calls received and if you have multiple staff required to answer business calls, do you have the ability to connect them wherever they are? A hosted Contact Centre improves efficiency and customer service levels, which can only lead to more sales!
A wide range of reports and charts are available within the hosted Contact Centre online interface. The information available ensures that incoming calls, agents and departments are performing to the highest standard. Custom call reports are available on a wallboard view and .csv or .xls formats.
Whether you have desk-based agents, home workers and/or mobile workers and looking to reduce your investment in expensive call centre technology, our system allows you to increase productivity whilst reducing costs. Because the system is cloud based, it allows agents to be active from any location which is ideal for a business dealing with multiple locations or growing teams, departments or sites.
There is no limit to the number of agents included in a single hunt group, or the number of hunt groups you can create, giving you the freedom to include as many employees to your contact centre as required.
Yes, once you are all setup you are free to add, edit, and remove your own hunt groups yourself. However, if you require any further support, you are more than welcome to contact our team of experts for assistance.
Hosted Contact Centres can be set up to play announcement messages, record calls, enable queuing, provide queue exceptions and call-back functionality, and because it’s cloud-based, this allows for mid-call transfers without the requirement for a secondary line.
Management can identify which operators are handling the highest/lowest number of calls, call duration, and the number of missed calls per user. This allows departments to identify caller trends, handler efficiency, and where and when more operators are needed. If an operator misses a pre-determined number of calls consecutively, the system will log them out and send an alert to the management team, allowing them to identify any particular areas for concern. Reports will identify missed calls so they can be followed up.
Yes, incoming calls can be prioritised to top agents using a 1-100 scoring system. For example, prioritise top performing agents with a higher rating such as 99 or 98. Assign other agents in the 80s and reduce the number of incoming calls to new starters by rating them in the 50s. A Telecoms World Hosted Contact Centre also allows you to prioritise incoming calls from specific clients.
On average, it usually takes us approximately 14 days to configure your contact centre to your requirements. However, with urgent requirements for the NHS during lockdown measures, we were about to deploy a fully functional contact centre within 3 working days.
Our Hosted Contact Centre solution is completely cloud-based, meaning that no additional hardware is required, and you can login from anywhere with an internet connection. Simply login to the system using the username and password provided by us, then update your password to one that suits you.
Although our standard Hosted Contact Centres are suited for telephone only, it is possible to add different modules to the system such as email, text, social media, live chat and more.
Contact centres were previously limited to hiring staff solely from the local area. One of the many benefits to a Hosted Contact Centre is that it allows employees to work from anywhere in the world and still perform as expected. This enables you to hire the best person for the job, wherever they are located.