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Hosted Contact Centre Service

Support your agents and clients with our Contact Centre Service. Connect multiple sites, home and remote workers.

Manage Multiple engagement channels from a single interface
We have over 1000 5 star reviews on trustpilot
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Manage client engagement with our Omni-channel Contact Centre solution

Enter your details to schedule a system demonstration and build the system which supports your clients and staff.

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On average, how many calls are answered each day?

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Which calls would you like to record?

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We will match your requirements to our available solutions and be in touch within 24 hours
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What is a Contact Centre Service?

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.

Why should I have a Hosted Contact Centre?

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!

Is Call Reporting available in a Contact Centre?

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.

What is a Contact Centre Service?
“Contact me today so I can provide more details about how a Contact Centre service can ensure your calls are being answered efficiently ”
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Call us on 0203 538 7047

Control all interactions, manage agents and improve service levels

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.

Route calls, manage agents and improve call handling with a hosted Contact Centre

Powerful Hosted Contact Centre features for any business

Hosted Contact Centre Access for Office Staff
Access for Office Staff
Turn your call centres into true contact centres with our hosted contact services
Our Hosted Contact Centre is ideal for call centres and businesses in rapid growth
Manage the hunt group configuration of office-based staff with various options
Access the dashboard online to manage on any PC or smartphone 
Award-winning innovative and effective Hosted Contact Centre service
Hosted Contact Centre Access for Home Workers
Access for Home Workers
Home workers can log-in to the dashboard and add themselves to the hunt group
Reduce the investment in expensive call centre technology with our call center service
Agents have their own portal access where they can set their status to active
Configure your hunt group based on staff skill level, in a particular order, longest idle, etc
Boost overall satisfaction for responding to customers and flexible working for your staff
Hosted Contact Centre Access for Remote Workers
Access for Remote Workers
The system is cloud based, allowing remote workers to be active from any location
Our system allows you to increase productivity of staff in multiple locations
Agents can receive queued calls to their landline or mobile number
Low-cost contact centre without having to buy and maintain advanced equipment
Ultimate solution for easy call management and flexible control of multi-site agents

Increase Productivity

Improve collaboration between sales, marketing and customer service teams, increasing productivity and profitability across your organisation.

Customer Satisfaction

Boost customer satisfaction through better first contact, fewer data entry errors and lower average call handling time.

Unparalleled Flexibility

This is the ultimate call centre service for easy call management and flexible control of multi-site agents and remote workers.

Improve collaboration between sales, marketing and customer service teams with a hosted contact centre

It's amazing what you can do with a Hosted Contact Centre

We have worked with Telecoms World on several projects, each of these have improved how our departments manage calls. It is great to know we have a knowledgable and supportive communications provider and look forward to take further advantage of their hosted telephony services.

Khuram Afzal IT Project Manager - NHS Foundation Trust

Hosted Contact Centre chosen by:

Increase productivity and profitability across your organisation with a hosted contact centreIncrease productivity and profitability across your organisation with a hosted call centreWith a hosted contact centre, improve collaboration between sales, marketing and customer service teamsThe hosted Contact Centre provides real-time monitoring of your incoming callsBoost customer satisfaction through better first contact with a hosted contact centreBoost customer satisfaction through better first contact with a hosted contact centre

The Key Benefits of our Hosted Contact Centre

Take advantage of call control at anytime with online access to your call centre service
Manage Inbound Calls 24/7
Take control at anytime with online access to your call centre service; allowing you to divert calls during work hours, out of hours and weekends
IVRs, Call Queues and Hunt Groups for your call centre are managed in the cloud
Enhanced Cloud Control
Manage IVRs, Call Queues and Hunt Groups for your call centre in the cloud. You can simply login to edit the way that calls are routed and save the changes
The hosted Contact Centre provides real-time monitoring of your incoming calls
Wallboard Call Statistics
The Hosted Contact Centre provides real-time monitoring of your incoming calls from a single platform. Measure and improve your business
Your office based staff and home workers can login to the hosted contact centre at anytime
Quick & Easy Agent Control
Your office-based staff and home workers can login to the Hosted Contact Centre at anytime. Add or remove users, audit their calls and review activity
guide callers to the correct department in your call centre using the device keypad
The Perfect First Impression
Introduce callers to your company with a branded welcome message to guide callers to the correct department in your call centre using the keypad
The Contact Centre is hosted in the cloud to offer complete resilience and control of calls
Complete Disaster Recovery
The Contact Centre is hosted in the cloud to offer complete resilience and control of calls; should your line fail. Ensure that no business calls are missed

Contact Centre. Questions and Answers

Is there a limit to the number of agents you can include in a single hunt group?

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.

Do I have the ability to create/customise hunt groups myself?

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.

Can I record calls with a Hosted Contact Centre?

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.

How can I manage staff performance using a Hosted Contact Centre?

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.

Can I prioritise incoming calls to my best performing agents?

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.

How quickly can a Hosted Contact Centre be setup?

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.

Do I need to purchase/install any additional hardware?

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.

Can a Hosted Contact Centre include multi-channel features?

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.

Can my employees work from anywhere in the world?

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.