Telecoms World PLC
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INNOVATION LAB

We research and develop innovative products to enhance communication
for now and for the future

CALL CENTRE CONTROL

Turn your call centres into true contact centres

Call centres are a valuable way for companies to provide a platform for their customers to make contact with them. Typically, a call centre has the ability to handle a considerable volume of calls at the same time, to screen calls and forward them to someone qualified to handle them. Traditional set-up might be a group of staff in one office answering calls during office hours, but there are so many more functions that can make a call centre truly beneficial to a business.

If you have multiple staff that are required to answer business calls, do you have the ability to connect them wherever they are – at the office, out on-site or home based? Imagine a call centre online where agents can simply log-in and take calls anywhere! Being the first opportunity to enhance a company brand image, resolve problems and create a stronger customer base; having the functionality for staff to simply log-in online and become an active agent wherever they are, allows agents to proactively reach out to customers whilst managing and exceeding inbound service levels.

Flexible control of multi-site agents & remote workers

Whether you have desk based agents, home workers and/or mobile workers and looking to reduce your investment in expensive call centre technology, Telecoms World Hosted Contact Centre offers everything expected of a leading edge platform. By merging email, web chat and customer call backs with intelligent call routing, you can create a hosted contact centre at minimum expense.

As the system is cloud based, it allows agents to be active from any location which is ideal for a business dealing with multiple locations as well as businesses in rapid growth or with changing infrastructures. Imagine simply logging in online and becoming an active agent within an inbound hunt group, allowing staff to take live calls just as they would in the office. We can integrate the call centre with other applications in your environment, such as a CRM and add an additional layer of resilience if your business.

Other products can also be incorporated in to your Contact Centre solution include: Interactive Voice Response (IVR), Inbound Automated Call Distribution (ACD), Predictive Dialling, Payment Gateways, PCI Compliant Call Recording and comprehensive Call Centre reporting. All of which can be managed through a comprehensive online management portal.

FEATURES

  • Online management
  • Wallboard call statistics
  • Manage inbound calls 24/7
  • Seamless employee integration

BENEFITS

  • Easy agent control
  • Increase productivity and profitability
  • Greater call control at an affordable price
  • Improve collaboration between departments