Inbound Call Center
Scalable Browser Based Call Center Solution.
We enable enterprises to setup a fully featured inbound call center solution without any up-front cost and zero maintenance. Key features which enables client to have full insight into their call center process is with help of more than 50 reports, allowing departments to streamline and measure key parameters critical to their business.
Features To Handle Incoming Calls
Automatic Call Distribution
Short Message Service (SMS)
Skill-Based Routing For Agents
Our Agents Have Specific Strengths And Weaknesses. Skills-Based Call Routing, Is A Call-Assignment Strategy Used In Call Center's To Assign Incoming Calls To The Most Suitable Agent And Ensures That Each Call Is Answered Appropriately.
Call / Music on Hold
If there is no available agent, time & event based information on queue position, estimated wait time to waiting customers.
Fall back rules
Fall back rules – Give an option of voice mail, or call back within a stipulated time (this can enabled in the dialer).
Average Handling Time
Define your AHT because it is an important SLA for your contact center and an important criteria for most customers.
Barge-In & Call Monitoring
Call Barging Is A Feature That Allows Supervisor To Listen To Live Calls Without The Caller Or Call Center Agent Knowing And Then Barge Into The Call To Speak With Both The Agent And The Client. Call Monitoring And Call Barging Can Also Be Very Effective Training Tools.
Supervisors can snoop and can listen to a conversation between the agent and the customers.
The call is put into conference mode, the supervisor can talk to both the agent and the customer and try to resolve a problem.
The supervisor has the ability to barge into a call and talk to the agent while the customer is on hold.