Hosted Call Centre

Hosted telephony for businesses with inbound call requirements

Hosted telephony for businesses with inbound call requirements. Easily manage, monitor and control call centres from anywhere.

 

Hosted Call Centre is a cloud-based service with an extensive range of inbound call centre capabilities and can be managed via an easy-to-use web portal. It is an extension to our hosted telephony platform and enables businesses to easily manage call centre environments, boost productivity of agents and improve the overall efficiency as well as help to deliver a first-rate service.

 

Key Features

Intelligent call distribution

 

Ensures calls are answered efficiently

and by the right agent

Quickly escalate difficult

customer queries

 

For times when agents need support

from more senior members of staff

Quality caller experience

 

Easily monitor inbound call activity, with

‘barge in’ and emergency escalation when needed

 

Gain valuable insight

 

Access to historical and real-time data

to help address training needs and

identify potential gaps in resource

during peak periods

 

Enables flexible working

 

As Horizon is cloud-based, agents and

supervisors can log in from anywhere

 

 

On-demand, scalable service

 

You only pay for the aspects of the

service that you need

 

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Could Hosted Call Centre work for you?

Hosted Call Centre is ideal for any business that receives inbound calls; for example those with sales teams, help desks, accounts departments, receptionists or customer service representatives, right through to the more traditional large call centre environments.

 

Hosted Call Centre is suitable for you if:

 

• Dealing with inbound calls efficiently is important to you

 

• Delivering a first-rate service to your customers is vital to your business

 

• You require complete control over how your calls are managed

 

• Your productivity can be improved by having virtual control of your inbound calls

 

If these statements ring true for your business then Hosted Call Centre might be an ideal solution for you

How does Hosted Call Centre work?

Hosted Call Centre is simple to set-up and configure through our easy-to-use admin interface and includes lots of clever features.

 

Incoming calls

 

You can easily set-up how your incoming calls are

distributed – including the flexibility to define which

agents are allocated to which types of calls.

 

Call queue announcements

 

Recorded messages can be set-up to inform callers of

estimated wait times and which position they are within the queue. Using real time data, callers are more likely to remain in the queue if they have an idea of how long it will be before their call is answered.

 

Assign agents to supervisors

 

Determine which agents are monitored by which

supervisors in order to ensure availability in the event a call needs to be escalated.

 

Unavailable codes

 

When agents are unavailable to take calls, a code can be selected to specify why they’re not available, for example when they’re at lunch or in training. This allows for more accurate reporting, while giving more of an insight into the agent’s behaviour through the working day.

Management Reporting Tools for Hosted

Hosted offers a number of key measurements through its reporting section but

there is a growing requirement for more in-depth call management reporting

and wall board integration to help organisations gain a real-time understanding

of calls.

 

Through our partnership with Akixi, the leading hosted call-management service

provider, you can now get a data feed for your Hosted service, which will let you

export the statistics you need to help manage your business.

 

Additional benefits available by using Akixi:

• No server on site – Enables multi-site monitoring and supports business continuity

 

• Real-time stats – Provides wall boards with realtime traffic information and alarms to ensure critical routes into the

  business are constantly monitored

 

• Accessible from any internet-enabled device – Use the service via traditional desktop devices or monitor on the go

  through your mobile

 

• Push reporting and alarms – Customisable push reporting and alarms to ensure business-critical metrics are always

  available

 

• Cradle-to-grave reporting – Monitor a call throughout its path by seeing every divert leg and call detail, easily and

  accurately segmented for identification

 

• Track after-hours calls – Highlight suspicious activity or unauthorised calling

 

• Abandoned call recovery – Missed a call? See instantly if it has been returned

 

• Activity and extension activity monitoring – Quickly and easily monitor key extension or call routes to ensure

  maximum efficiency

 

incovo

5 Naysmith Court

Houston Industrial Estate

Livingston

EH54 5EG

ABOUT INCOVO

incovo is a communications technology integrator of leading unified communications, infrastructure, integrated network and document management solutions throughout the UK. Our focus is creating dependable, cost effective business communications solutions that ensure a variety of methods of collaboration to meet the ever changing market conditions.

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