The proposed solution is based on our Inbound Call Centre Package.

The Inbound Call Centre is a pre-configured package which provide advanced functionality for small Inbound call centres (up to 100 agents). Additional agents can be configured for a charge.

The standard Inbound Call Centre Package comes configured with:

• six (6) prioritized Queues.

  • Additional queues can be configured for a charge.

• 100 Agents

  • Additional Agents can be added. POA.

• Individualized business message on each Queue¹

• Ability to add/remove an adhoc message to notify clients of specific events/incidents.

• Custom programmed two (2) level IVR with up to three (3) menu items at each level to help stream and prioritize inbound calls.

• Ability for a caller to leave a message and exit the queue

• Notifying caller of position in queue and/or estimated wait time

• Definable wrap up times between allocation of calls

• Various call allocation techniques such as round robin

• Built-in Music on hold (no external music source required).

• Campaign name displayed on handset for each call

• Campaign name 'whispered' to agent on call pickup

The Inbound Call Centre package can also be integrated into your existing business systems to perform such actions as 'validating a clients support contracts', before putting them through to the support queue (additional charges apply).

The Inbound Call Centre package includes ability to have a default welcome message for each queue as well as the ability to record an ad hoc message during unusual events outages. The cost of creating the welcome message is not included in the price however we can quote on request.

The Inbound Call Centre package includes web based reporting software which provides reporting on a number of key areas:

• complete overview of all outgoing calls and incoming calls to your queue

• complete overview of all taken and lost calls

• graphical and table based representation of the quality of service provided to your clients

• overviews of call time, ring time and call transfers.

• Report selections can be made on

  • any chosen period of time

  • any group

  • agents

  • date

  • hour

  • weekday

• The system can generate PDF reports for the selected statistics

• The system can export the main tables in CSV files

Note:

The cost of producing the Business Message is not included in the quoted price. A quotation can be provided on application.

Additional IVR levels can be programmed for an additional charge.