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A hosted Contact Centre service is used by businesses to centrally manage staff availability and ensure business calls are answered. Agents often log-in to an online system or dial-in to become active in a call group or call queue so that they can work in an office environment, at home or on the move. Online management is provided for agents, call routing, and call control.
Depending on the departments within your business, the volume of calls received and if you have multiple staff required to answer business calls, do you have the ability to connect them wherever they are? A hosted Contact Centre improves efficiency and customer service levels, which can only lead to more sales!
A wide range of reports and charts are available within the hosted Contact Centre online interface. The information available ensures that incoming calls, agents and departments are performing to the highest standard. Custom call reports are available on a wallboard view and .csv or .xls formats.
Whether you have desk-based agents, home workers and/or mobile workers and looking to reduce your investment in expensive call centre technology, our system allows you to increase productivity whilst reducing costs. Because the system is cloud-based, it allows agents to be active from any location which is ideal for a business dealing with multiple locations or growing teams, departments or sites.
We have worked with Telecoms World on several projects, each of these has improved how our departments manage calls. It is great to know we have a knowledgable and supportive communications provider and look forward to taking further advantage of their hosted telephony services.
Khuram Afzal IT Project Manager - NHS Foundation Trust
Improve collaboration between sales, marketing and customer service teams, increasing productivity and profitability across your organisation.
Boost customer satisfaction through better first contact, fewer data entry errors and lower average call handling time.
This is the ultimate call centre service for easy call management and flexible control of multi-site agents and remote workers.
Take control at anytime with online access to your call centre service; allowing you to divert calls during work hours, out of hours and weekends
Manage IVRs, Call Queues and Hunt Groups for your call centre in the cloud. You can simply login to edit the way that calls are routed and save the changes
The Hosted Contact Centre provides real-time monitoring of your incoming calls from a single platform. Measure and improve your business
Your office-based staff and home workers can log in to the Hosted Contact Centre at any time. Add or remove users, audit their calls and review activity.
Introduce callers to your company with a branded welcome message to guide callers to the correct department in your call centre using the keypad
The Contact Centre is hosted in the cloud to offer complete resilience and control of calls; should your line fail. Ensure that no business calls are missed
Unit 2/3 Kingfisher House
New Mill Road
Kent BR5 3QG