Call center

Call center - software for organizing the work of a call center.
A solution for organizing the work of the call center of the company. Provides the office with communication, and also allows you to qualitatively serve a large number of incoming and outgoing calls

Large range of software technical capabilities

The task of the Call-center is to create the most comfortable conditions for the client, high-quality service, to evoke a sense of satisfaction of the client and to find solutions to certain issues as quickly as possible.

The technical side of the issue is only one of the aspects of organizing the work of the Call-center; the desired result can be achieved only if a detailed concept of its creation is thought of. Here, both professional support in the creation of a Call Center and minimization of the company's costly items in this vector of work are important. It is also needed to consider the fact that each Call Center has its own specifics of the work: someone puts more emphasis on incoming calls, someone on outgoing calls, taking into account the balance of calls, etc.
Call-center from our company is about maximum comfort for the user and simple system management. The client can, without special training in the web interface:

quickly create internal and external numbers
thanks to a convenient constructor, create an unlimitedly complex call processing script that includes IVR, queues, checking a number in the black list
set day/night rules
download various greetings, or generate them via TTS
send a call to voicemail. This feature allows you to not have the caller wait until the target phone rings before switching to voice mail, and complete the task faster.

At the same time, the system contains a system of detail, called statistics, which allows you to make management decisions based on numbers, not guesswork.
The key task of call center software is to automate and increase the efficiency of operational processes: call distribution, filling in customer information, routing. Optimization of business processes is also important: the ability to monitor the performance of operators, departments, analyze key performance indicators and monitor work in real time.

Increasing customer loyalty and reducing staff costs: is it realistic to combine them?

The Call-center allows not only to optimize the work of employees and ensure high efficiency of communication with customers and potential customers of goods and services, but also to optimize the company's budget. It is not only about reducing the staff of the company to perform routine work, but also about working with the best of the best. Let's dwell on the advantages of the Call-center in more detail.

Software features allow you to collect statistics on the employee, group, date and other parameters. This allows you to increase the productivity of your employees by:

gaining access to a complete picture of the processing of calls of a particular employee or group and the possibility of evaluating the effectiveness of his work based on real data;
the possibility of obtaining information on “hot days” and increasing the load of the center on them;
development of KPIs based on real indicators and the introduction of a system of fines and bonuses for employees and not only.

The presence of a huge number of supervisory tools allows you to provide a high level of customer service and has a positive effect on increasing their loyalty. Available tools include:

prompter function. It involves prompting a script to a beginner during a conversation with a colleague with experience in this field and allows beginners to start working literally from the first day. The advantage is also in saving time for training new employees;
eavesdropping function. Allows management to assess the level of work of each of the employees, highlight the strengths and weaknesses of each of them and leave only true professionals to work in the company;
the ability to connect a “three-way audio conference”. Adding a competent specialist from another department to the conversation to quickly resolve the client's issue saves his time and increases the trust of the company and not only.

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Filter by user groups

Allow to fast navigate via agents in large call centers

Phone state

Ready
In call with(phone and optionally name)
On pause
Unavailable / invalid

Besides the queue name, they will show the list of members or agents for that queue, with a little icon representing the member state(Paused or no).

And supervisor can pause/unpause member from queue.

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Show calls info

A call details provides data about incoming, outgoing and internal calls made on the telephone system. Now, as for what kind of information call detail records provide, we can typically include:

Date and time of a telephone call
Call duration (in minutes)
Type of a phone call: inbound, outbound, internal
Information on the source and destination telephone numbers
Information on the provider and external number through call originated or received
Call status
Additional info depend of your request

Export info to file

Download call details info to PDF
Download call details info to Excel

Filter calls

You can filter the displayed calls list to only include calls that match specified criteria.

Direction: Only show calls to the matching direction(inbound, outbound or internal)
DateTime range. Only show calls from to datetime.
Group: Only show calls to the matching group name.
User: Only show calls to or from the matching user name or extension number.
Duration Only show calls that match the duration range.

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Call flow

A call flow visually maps out how incoming calls will be managed within your business phone systemIn other words, how calls will travel from the moment they enter your phone system to when they are resolved.

External number

Choose external number will be attached to this call script

Remove

Remove element with all children

Add new action

A call flow visually maps out how incoming calls will be managed within your business phone system

In other words, how calls will travel from the moment they enter your phone system to when they are resolved.

IVR - the caller listens to the IVR system menu, responds by pressing a key on his or her phone, and the system reacts accordingly. Based on the caller’s answers, the IVR either provides him or her with the required information or routes the call to queue or agent
Queue - select one of queues for handle call there
Extension(Agent) - you can redirect call to current extension.
Time Conditional(business hours) - you can set the hours that your business is open and closed so that when you are closed your calls go directly to your voicemail, or to another destination.
Block List - ability to add number to blacklist and check before send to user.
Redirect to external number - you can redirect inbound call to cellphone or another external number
Play audio - greeting or another message than you can upload to system for playing.
Play TTS audio - generated TTS engine audio.
Voicemail - you can redirect call to voicemail

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Report by Agents:

Report by Days - report of agent activity per day
Report by Periods - report of agent activity per specified period of days
Report by Queues - report of agent activities by Queues

Calendar reports:

By hours - report of summarize activity by hours
By month - report of summarize agents activity by months

General report Teams:

Report by Campaigns - report of agents activity by Autodialer Campaigns

Buttons:

- Not exists
- Not exists
- Open report in PDF in new browser tab
- Export report data into PFD or Excel files

Table headers:

Date - date of current agent action
Employee - name of the Agent under report
Number - work phone number of current Agent
Total calls - total number of calls, which were handled by agent (inbound, outbound, internal)
Incoming - Total number of inbound calls
Outgoing - Total number of outbound calls
Inc. Answered - total number of inbound answered calls
Incoming ASR% - ASR% of incoming calls (percentage of answered incoming calls to all incoming calls)
Out Answered - total number of outbound answered calls
Out ASR% - ASR% of outbound calls (percentage of answered outbound calls to all outbound calls)
Unanswered - Total number of unanswered calls
Talk time - Total duration of answered calls talking

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Report by Agents:

Report by Days - report of agent activity per day
Report by Periods - report of agent activity per specified period of days
Report by Queues - report of agent activities by Queues

Calendar reports:

By hours - report of summarize activity by hours
By month - report of summarize agents activity by months

General report Teams:

Report by Campaigns - report of agents activity by Autodialer Campaigns

Buttons:

- Not exists
- Not exists
- Open report in PDF in new browser tab
- Export report data into PFD or Excel files

Table headers:

Date - date of current queue actions report
Queue - queue by which report displays data
Total calls - total number of calls, which were in queue
Answered - number of answered calls
Unanswered - number of unanswered calls
Talk time - total duration of answered calls talking
Time in Queue - summary time of agents in queue
Pauses count - summary number of agent pauses in queue
Time on pause - summary time of agents pauses in queue

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Report by Agents:

Report by Days - report of agent activity per day
Report by Periods - report of agent activity per specified period of days
Report by Queues - report of agent activities by Queues

Calendar reports:

By hours - report of summarize activity by hours
By month - report of summarize agents activity by months

General report Teams:

Report by Campaigns - report of agents activity by Autodialer Campaigns

Buttons:

- Not exists
- Not exists
- Open report in PDF in new browser tab
- Export report data into PFD or Excel files

Table headers:

Year - year, which month is in the report
Month - month by which we`re getting report row
Number - work phone number of current Agent
Total calls - total number of calls, which were handled by agent (inbound, outbound, internal)
Incoming - total number of inbound calls
Outgoing - total number of outbound calls
Inc. Answered - total number of inbound answered calls
Incoming ASR% - ASR% of incoming calls (percentage of answered incoming calls to all incoming calls)
Out Answered - total number of outbound answered calls
Out ASR% - ASR% of outbound calls (percentage of answered outbound calls to all outbound calls)
Unanswered - total number of unanswered calls
Talk time - total duration of answered calls talking

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Benefits of using

Increasing the productivity of call processing

Technologies help to automate operational and business processes in the call center, as well as increase the productivity of employees. Process automation allows you to process many more applications than managers would do manually.

Reducing communication costs

We are talking about reducing redundant staff, building an optimal balance between the number of staff and the expected volume of work, as well as reducing the costs that go to pay for overtime hours.

Increase customer and partner loyalty

If earlier waiting on the line was perceived as a necessary evil, now every extra second in the queue is a risk of losing a user. People want quality, fast and relevant service.