Telephone Support Centre
- LOW TELEPHONE BILLS – Telephone support centres receive many calls but make relatively few outgoing calls. In order to cope with a large volume of incoming calls, many phone lines are installed. These cost typically £15 a line, but can be reduced with voice over IP.
- ADVANCED CALL MANAGEMENT – The T series ensures your customers are routed to the right support line, and ensures you maximise the staff available to answer your customer calls in the least time. It allows creation of groups of customer support agents and provide dial options to route the caller through to the relevant agents. Ringing patterns can be chosen to ring agents in sequence, at random, altogether or intelligently to ensure all agents receive equal volume of calls.
- CALL RECORDING – Call recording can be an essential tool for staff training or used in cases of disputes. The T series, allows call recording at a touch of a button or can be enabled to record and index every conversation made.
- CALL MONITORING – Call monitoring allows management to listen into any call without the participants knowing. This tool is often used by call centres to train staff.
- REMOTE WORKING – With a broadband connection your agents do not have to be based in a call centre. They can be at home, or even abroad but still can be connected fully to the phone system.
- LOW MAINTENANCE – the system is low maintenance and requires no specialised IT staff to maintain. Extensions can be added and removed easily without rewiring in the office. Personnel can be moved without any reconfiguration done on the system.
- BRANCH OFFICE INTEGRATION - Call centre may be linked together, such that calls to a particular help line may be handled by staff from a number of locations.