Contact Centre Solutions
Complete control of agents with real-time reporting
- Award-winning contact centre solution - approved by the NHS
- Configure agents, agent groups and teams to handle incoming calls
- Comprehensive real-time analytics with customised KPI reporting
- Activate homeworkers, remote workers and office-based workers
- Increase productivity and customer satisfaction
Cloud-Based Contact Centre for Distributed Teams
Whether you have desk-based agents, home workers or mobile workers, 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 businesses dealing with multiple locations or growing teams, departments or sites. Turn your call centres into true contact centres with our hosted contact services approved by the NHS. Configure agents, agent groups and teams to handle incoming calls. Office-based staff and home workers can log in to the Contact Centre at any time to add or remove themselves from hunt groups and set their status to active.
- Cloud-based system allows agents from any location
- Ideal for multi-site businesses or rapidly growing teams
- NHS-approved hosted contact centre solution
- Configure hunt groups based on skill level or availability
- Low-cost without expensive on-premise equipment
The Key Benefits of our Hosted Contact Centre
See why more customers choose Telecoms World
Because the system is cloud-based, agents can be active from any location - ideal for businesses with multiple locations, growing teams, or remote staff. Office-based staff and home workers can log in to the Contact Centre at any time, add or remove themselves from hunt groups, and set their status to active. Configure hunt groups based on staff skill level, in a particular order, longest idle time, or other routing strategies to optimize call handling.
The Hosted Contact Centre provides real-time monitoring of your incoming calls from a single platform with comprehensive wallboard call statistics. Access extensive reports and charts that provide insights into performance of incoming calls, agents, and departments. Custom call reports available in wallboard view, .csv, and .xls formats. Analyze peak periods and staff efficiency to optimize resource allocation and boost productivity across your contact centre operations.
Ultimate solution for easy call management of multi-site agents and remote workers. Manage IVRs, Call Queues and Hunt Groups for your call centre in the cloud - simply login to edit call routing and save changes instantly. Quick and easy agent control allows you to add or remove users, audit their calls, and review activity from any location. Perfect for call centres and businesses in rapid growth with changing infrastructures.
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 during outages or system failures. Cloud-based architecture means agents remain operational even during local infrastructure issues. Low-cost contact centre solution without having to buy and maintain advanced on-premise equipment, with instant failover capabilities built-in.
Boost customer satisfaction through better first contact resolution, fewer data entry errors, and lower average call handling times. Introduce callers to your company with branded welcome messages that guide them to the correct department using keypad options. Manage inbound calls 24/7 with online access to your call centre service, allowing you to divert calls during work hours, out of hours, and weekends. Improve collaboration between sales, marketing and customer service teams, increasing productivity and profitability.
Increase Productivity and Customer Satisfaction
Improve collaboration between sales, marketing and customer service teams, increasing productivity and profitability across your organization.
Boost customer satisfaction through better first contact resolution, fewer data entry errors and lower average call handling time. Control up to 10 department options with the ability to select landline or mobile targets to divert your calls to, all managed online with unparalleled flexibility. The Hosted Contact Centre provides real-time monitoring of your incoming calls from a single platform with comprehensive wallboard call statistics and customized KPI reporting to measure and improve your business performance.
- Better first contact resolution rates
- Fewer data entry errors and mistakes
- Lower average call handling times
- Control up to 10 department routing options
- Real-time monitoring from single platform
FAQs
Businesses utilise a hosted Contact Centre service to streamline staff availability and ensure prompt handling of business calls. Agents can conveniently log in to an online system or dial in to become active within a call group or call queue, enabling them to work from various locations such as offices, homes, or while on the go.
The service offers online management features for agents, call routing, and call control, providing a comprehensive solution for managing customer interactions across multiple channels and locations.
Considering the specific departments in your organisation, the incoming call volume, and the need for multiple staff members to handle business calls, implementing a hosted Contact Centre enhances operational efficiency and elevates customer service levels, ultimately contributing to increased sales opportunities.
Cloud-based flexibility allows you to scale agents up or down based on demand, reduce investment in expensive on-premise equipment, and manage multi-site teams with ease.
The hosted Contact Centre online interface offers an extensive selection of reports and charts. These valuable resources provide comprehensive insights into the performance of incoming calls, agents, and departments, ensuring they meet the highest standards.
Custom call reports can be accessed in various formats, including wallboard view, .csv, and .xls, offering flexibility and convenience for analysis and management decision-making.
Yes, providing functionality to analyse peak periods and the efficiency of staff helps you utilize resources more effectively. By reducing investment in expensive on-premise call centre technology and enabling flexible working arrangements, you can lower overhead costs significantly.
Cloud-based deployment eliminates hardware procurement and maintenance expenses, while real-time analytics help identify opportunities to optimize staffing levels and improve productivity.
Award winning call solutions
Tailor-picked solutions designed for small to medium-sized businesses
Web-based Call Management
Calls to your business number can be diverted to your target (landline or mobile) during your operational business hours. Once you have configured your 'in-hours', choose where you would like to divert calls 'outside of working hours'. If calls are not configured to be diverted outside working hours, then voicemail-to-email is activated, meaning that calls are always captured.
Open the Call Manager to access the time schedule and set business open hours. Calls received in-hours can be configured to route to any UK landline number (01/02) or UK mobile (07). Your call-forwarding changes are saved and active at the click of a button.
Calls received outside business hours can also be routed to phone or voicemail. Ensure that you can identify business calls when answering from a mobile or home phone outside of business hours.
Web-based Call Managment is Included with Silver, Gold and Platinum Tariffs
VOCO Business Calls Mobile Application
The easy way to call customers back showing your business number, keeping your personal number private and creating a professional image to your callers.
The latest mobile application from Telecoms World places the power of business calls into your mobile phone, with Dial-Out Number Presentation and Call Analytics to view incoming and outgoing calls, along with the day-to-day control of where and when calls are answered within the call management features.
With the mobile application, you can seamlessly adapt to your business needs. The flexible number routing feature allows you to set working hours, divert numbers to landline or mobile, and receive out-of-hours voicemail as email, all at your fingertips.
Maintain a professional image with the ability to choose the business number you want to present. Access your contact directory, dial pad, or call history to add a number and Dial-Out, presenting your business number.
The VOCO Business Calls Mobile App is Included with Silver, Gold and Platinum Tariffs
Virtual Receptionist
More calls are being answered on mobile phones than ever before, a trend that's only growing with the rise of remote and home working. The mobile phone, with its portability and flexibility, is the perfect tool for handling calls on the move. When paired with the Virtual Receptionist, it provides users with a sense of security and peace of mind, knowing that every call is professionally introduced. The whisper message feature further enhances this, helping users distinguish between personal and business calls.
With the Virtual Receptionist, the caller will never hear your personal mobile voicemail message. It is less professional to hear "You are through to the Giff Gaff mobile voicemail" than "Thank you for calling Prime Roofing; please leave a message after the tone, and a team member will call you back within 24 hours." This helps with your brand image, giving the impression of a large, reputable, well-established business, boosting your confidence and credibility.
The Virtual Receptionist from only £19.99 per month
Real-time Call Data and Analytics
Call Analytics is an online platform that gives you complete insight into your business calls from a single interface. Review the success of your marketing campaigns and staff call handling at a glance. If your business uses multiple numbers across various marketing campaigns, you can monitor which campaigns are receiving the greatest response.
With detailed Call Analytics, you can accurately measure the results of when customers called, their geographical location, how long the call lasted and if they called more than once. Analysing the details of your telecommunication activities allows you to gain valuable market insight, re-focus your marketing efforts, boost sales and increase customer satisfaction.
Call Analytics from only £9.99 per month
The key benefits of Telecoms World as your communications provider
We provide fuss-free and cost-effective voice and data services to support businesses in the UK
UK Based Provider
All our services are managed from our UK headquarters with dedicated account managers and support teams available during business hours.
Increased Security
Enterprise-grade security measures protect your communications with advanced encryption and fraud detection systems.
Monitored Service
24/7 network monitoring ensures maximum uptime and immediate response to any service issues affecting your business.
Rated Excellent++
Our customers rate us excellent on Trustpilot with 4.8 stars based on consistent service quality and customer support.
Dedicated Support
Your own dedicated account manager provides personalized support and strategic guidance for your telecommunications needs.
_logo.svg){kind=logo}
.svg)
