Call Centre Solutions

A contact centre or more commonly referred to as a call centre is a focal point of communication from which all customer contacts are managed and handled. This customer interaction center is an integrated system that helps manage, receive, generate and transmit large call volumes via telephone.

Today, most businesses, companies and enterprises maintain and operate a state-of-the-art Contact Centre which is ably aided and assisted by a good set of support personnel, software, communications platform and IVRs. In fact, to establish a good Customer Relationship Management (CRM), an effective contact center is necessary for any enterprise so as to maintain and manage sustained customer interactions.

Inbound Call Centre ::

  • IVR call routing
  • Agent dash board with Inbound call count
  • Skills-based ranking and call routing per inbound group (queues) and campaign
  • Queue prioritization per campaign and inbound group
  • Missed call list and click dial for agents
  • Agent transfer and external call transfer

These are some of key features of our Inbound call centre.

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Outbound call centre ::

  • Outbound agent-controlled, broadcast and predictive dialing
  • Scheduled Call-backs: Agent-Only and Anyone
  • Recycling of specified status calls at a specified interval without resetting a list
  • Call clients in succession from a given database via a web-client interface
  • Auto-dial facility enabled which aids sending out live calls to all agents on the floor

These are some of key features of our Inbound call centre.

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Blended Call Centre ::

A call center that allows agents to both make and receive calls as demand and strategy dictate. Combining automatic call distribution for incoming calls with predictive dialing for outbound calls, it makes more efficient use of an agent as each can handle the overflow of the other.

Flexibility Efficiency, Productivity, Customer satisfaction, Work Place Satisfaction, Increased revenue, Strategic forecasting are the top Seven benefits of a blended call centre Environment.

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