Optimising Customer Service
The web can do so much, but the fact remains that people want to talk to companies.
Businesses' 'phone manners' in turn speak volumes about their culture, service
levels and commitment to customers.
This is where our versatile call routing and control services come in. The products
ensure that queues are handled efficiently, enquiries aren't missed or mis-directed;
they spread call traffic across your offices and agents to efficiently manage high
volumes; they can forward calls to particular locations based on a range of criteria
(such as the location of the caller and the day and time of the call) and divert
enquiries to agents best equipped to deal with them. The result? The seamless co-ordination
of a highly professional call handling service presenting the best face of your
business.
Outstanding performance
We'll route all your calls through our state-of-the-art intelligent network. This
dedicated facility is extremely efficient, fail-safe and of carrier-grade quality.
And through our advanced and easy to use self-service facilities you can orchestrate
the distribution of your calls and add destination numbers in real time to handle
spikes in demand or support specific marketing programmes.
Optimise calls
Our analysis tools provide detailed information on call metrics such as the volume
of leads, time of day and location of callers. Based on this intelligence, we'll
work with you to advise on complementary services that will enhance the service
experience.
Key services
Call diversion
Our call diversion services can be set-up to work against a number of parameters:
Response times: calls can be re-routed if a line is engaged, a call has failed or
there's no answer.
- Time/date: calls are routed depending on the time and day set. Out of hours calls
can be sent to voice mail or our automated voice operated self-service products
- Ratio: the ratio facility automatically routes in-coming calls to a number of locations
distributing them in line with pre-determined 'loads'
- Geographic: a vital feature for marketing programmes; companies can use one number
in national advertising campaigns but depending on where leads originate from, divert
system forwards these to local offices
Call queuing
Our queuing product is ideal for businesses that frequently receive more calls than
can be handled by agents. The system answers the call and holds it until operators
are available. It can also be customised to include prompts and hold music.