When specifying features to be included in the system, it is important to focus on how they help your team professionally answer and handle large volumes of calls.
Our Team will programme the system to meet all of your specific requirements across all departments and teams within the call centre. As our systems are designed to be flexible, we can easily re-programme the system as your needs change and evolve over time.
Call Routing is an essential feature to help callers speak to the right person or department quickly, this will also make it easier for your team to connect calls to the right department and colleague.
Monitoring team performance against KPIs is essential for contact centres, call reporting and analytical software allows you to track and review a variety of data points including –
- Number of calls answered
- Call back times
- Volume of calls
- Call waiting times
- Number of calls unanswered
Call Recording is paramount to meet compliance requirements and improve security as well as to help with compliance, training and customer service needs as you can listen back to calls with an employee and highlight where they need to improve.
Offering a call back option is an area we are seeing more businesses introduce to help reduce the volume of calls at peak times, provide a better service to customers and reduce on hold times. It also significantly reduces the number of unanswered calls as people will leave a message rather than hang up.