Home & Office Worker

 

If you use staff who work from home, the office or both places and take or make phone calls on your behalf then these services can be configured just for you.
 

A basic service will simply connect an incoming call to an available operator who is registered on our systems and using any viable phone. You can include controlling access by time of day and day of week to ensure your staff are only answering calls at pre-set times and on specific days. Operators can log in and out on our web site or by making a simple phone call.

Advanced features
Create your own Virtual Call Centre. The functionality can be configured to accept and distribute calls based on CLI routing, proportional and load balancing ensures call distribution amongst all your available operators.

You can configure voice prompts, music on hold, promotional prompts whilst callers are queuing and even include a voluntary opt out for callers, possibly inviting them to leave a voicemail message or to collect specific information from them. Including answers to voice prompt questionnaires if required. All data captured is accessible on line, can be downloaded or sent by e-mail. For larger applications we offer data transfer via http link.

Operator availability. If you have staff who are available at quite different times and days you can use our operator queuing service which allows large numbers of people to answer calls after they have �logged on� to accept calls on designated phones. This virtual call centre functionality can be administered and monitored by one or more individuals, each operator can be left responsible for their own availability or you can use our sophisticated and pre-determined schedule of availability across all of your operators.

Management, monitoring and control software. Download and install our call management software (CC4Win) on a PC and see your operators status and calls including call data. This links directly to our database whilst in use and synchronises with our systems for current information.

This software can also be used by your operators, when installed on their PCs, to manage their own calls and even �Grab� calls from the displayed queue if deemed a priority for example.

Routing calls by using the callers phone number. This is known as CLI routing and is used to ensure calls are sent to an appropriate destination, for example a particular geographic location or designated numbers that you would like to have greater priority.
 

In-call service functionality

Once your operator has accepted a call:
• Calls can be recorded either throughout or electively
• Calls can be put on hold whilst enquiry calls are made or the caller can be patched through to another number
• Scripts can be "Popped" on your operators PC screen
• Credit card payments can be processed whilst the caller is on the line
• Supervision can "eavesdrop" on the call
 

CREDIT CARD payments

If you have your own merchant account, or wish to take payments on behalf of your customers who have merchant accounts of their own, this can be done either manually, using our downloadable payment control (CC4Win) or we can automate the whole transaction process, Our downloadable credit card payment control can be used for all types of manual transactions when installed on an Internet connected computer.
 

Statistics

Our real-time billing and call logging will provide you with comprehensive information about the status of your service, operator availability, call volumes and durations, operator availability, response times and call data. You can even download the data and analyse it any time you choose to do so.