Innovation Lab

Call centres are a valuable way for companies to provide a platform for their customers to contact them. Typically, a call centre can handle a considerable volume of calls at the same time, screen calls, and forward them to someone qualified to handle them. The traditional set-up might be a group of staff in one office answering calls during office hours, but there are so many more functions that can make a call centre truly beneficial to a business.

If you have multiple staff required to answer business calls, do you have the ability to connect them wherever they are – at the office, out on-site or home-based? Imagine a call centre online where agents can simply log-in and take calls anywhere! Being the first opportunity to enhance a company brand image, resolve problems and create a stronger customer base, having the functionality for staff to simply log-in online and become an active agent wherever they are, allows agents to proactively reach out to customers whilst managing and exceeding inbound service levels.

Whether you have desk-based agents, home workers and/or mobile workers and looking to reduce your investment in expensive call centre technology, Telecoms World Hosted Contact Centre offers everything expected of a leading-edge platform. By merging email, webchat and customer callbacks with intelligent call routing, you can create a hosted contact centre at minimum expense.

As the system is cloud-based, it allows agents to be active from any location, which is ideal for a business dealing with multiple locations and businesses in rapid growth or with changing infrastructures. Imagine simply logging in online and becoming an active agent within an inbound hunt group, allowing staff to take live calls just as they would in the office. We can integrate the call centre with other applications in your environment, such as a CRM and add a layer of resilience to your business.

Other products that can also be incorporated into your Contact Centre solution include Interactive Voice Response (IVR), Inbound Automated Call Distribution (ACD), Predictive Dialling, Payment Gateways, PCI Compliant Call Recording and comprehensive Call Centre reporting. All of which can be managed through a comprehensive online management portal.