No connectivity means no income if you’re running a call centre. The ability to make and receive calls is everything. All call centers, whether small or large-scale, should have an effective and efficient phone system.
Here are some of the ways PBX systems benefit Call Centers specifically
Cost savings – a virtual PBX requires little or no infrastructure as it uses the Internet to deliver connectivity. Virtual systems are more cost-effective and easier to maintain compared to maintaining in-house legacy technology.
Scalability – a virtual solution means your telecommunications requirements can grow with your business.
Traceability – a PBX allows you to track call data, which can help with billing and budget allocation.
Other benefits include reliability and redundancy, automatic upgrades and superior voice quality.
Never Miss a Call – Advanced Contact Center Reporting
Monitor call queues in real-time and ensure nobody is missing that important inbound call.
Detailed reports of longest wait time and abandoned calls
Statistics on SLA and Callback
Call Back option for customers not willing to wait
Advanced Queue Strategies and Real-Time Statistics
Monitor how long customers are kept waiting and the time agents spend on a call.
Monitor user activity and extension statistics reports
Check average talk time and call distribution
Queue answered calls by wait time
Take note of SLA and callback statistics
Track Agent Performance
Track your call center’s performance and reduce unnecessary customer loss.
Listen in to hear important calls without your agent’s knowledge
Use the whisper function to train new agents during a live call
Barge in and take control of a call when agents get it wrong
Live chat and talk with your website visitors
Tailored to Outbound or Inbound Call Centre Needs
When it comes to virtual call center software, there is a big difference between outbound and inbound contact centers. We offer tailored solutions to suit your call center needs and priorities.
An automatic call distributor to assign calls to agents as they come in
Predictive Dialer is ideal for Outbound call centres and debt collection companies
Outbound IVR for marketing, political campaigning, and market research using pre-recorded or synthesised voices.
Voicemail detection to either hang-up or leave a message
Phone Survey to poll customers
Voice Broadcasting to send SMS messages with interactive responses using the phone keypad.
DNC (Do not call) Lists for contacts who do not want to be called.