Technology

Call Centre - Technology

ACD Systems

ACD (Automatic Call Distribution) systems control how calls are routed within our operators. These automated systems ensure that every call is answered by the first available person. The end-result of this is efficiency and minimum waiting times.

ACD Display Systems

ACD display systems allow management to view real-time statistics. They allow agents to adapt the situation to, for example, heavy call periods.

Call Monitoring:

Call monitoring allows supervisors and senior agents to monitor the calls of their centre's agents to promote high quality customer assistance.

Computer/Telephony Integration (CTI):

We use CTI presently to provide information about the caller to the agent. The caller may be either recognized by the number he/she is calling from or through an identification number that is entered at the start of the call before speaking to an agent. The number is then referenced to a database, where the customer information is pulled and presented to the agent at the time the call is received.

Interactive Voice Response (IVR):

Hosted System does not currently use IVR as our clients prefer our use of people. In a typical scenario, the end-customer and our agent already know what the call is going to generally be about - e.g. a help-desk, and so routing the call to another party is not necessary.

When this is necessary, Hosted System provides a "reception" service, a person who will personally take the call and pass it on to the necessary person locally.

We have an IVR solution in place should you require it. You just need to add the voice.

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