Call Center

The eficiency of your Call Center cloud available wherever you want

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Accessible wherever you want...

Your clients will be able to contact you through local and international landline numbers, no matter if they are new or ported. They will also be able to do it via Web or using an App.

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...with an ACD cloud service...

Your virtual Call Center will be managed in the cloud, combining years of experience, the efficiency of our ACD and the WebRTC technology innovation.

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... and with ubiquitous agents

The WebRTC will allow agents to get connected however they want and wherever they are. On any device (computer, smartphone or tablet). They will be able to log in, anywhere in the world.

The innovation of WebRTC with our experience

 Choose how clients will access your Call Center

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With local and international geographic numbers

We port your geographic number, the one that everybody knows and that you have advertise everywhere. If you don’t have numbering yet, we will give you a new phone number from your state or from the country of your choice. Check the availability.

With special numbers

If you own a toll free number or a premium rate number, we can also port it and use it as the main number of the Call Center. If you don’t, we can also provide you with a new one.

With access trough an App or the Web

Access directly to the Call Center software through an App or the web using buttons or different call to actions which combine user-friendliness and the efficiency of an immediate phone communication. 

A cloud ACD efficient solution

An efficient management of your calls

Thanks to our Cloud Call Center solution, you will be able to choose the most adequate PBX set up for your calls. The calls will be automatized with the IVR (Interactive Voice Response),  they will go throughout call queues and they will be smartly assigned to agents thanks to ACD. 

IVR (Interactive Voice Response)

Virtual Call Center phone calls will be managed by the IVR (interactive voice response) using personalized automatisms with greetings, set of options… However, It will be possible to establish different criteria to apply depending on dates, hours, languages…etc.

Call queues

Once calls are managed, calls remain in a call queue with music on hold  while they are unattended.  This feature is very important since it divides the amount of calls managed by the Call Center depending on the traffic while the agents are busy.

ACD

The ACD (Automatic Call Distributor) categorize and divide calls depending on the Call Center agents’ skills, priorities and the availability set in our set up.

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 The Call Center agents could be wherever they want

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Your virtual agents, wherever and however you want

Thanks to the WebRTC technology, agents will be able to log in however they want wherever they are. It means this technology enables agents to use any device (computer, cell phone and tablet) and to use anywhere in the world. It truly is an advantage for having agents in different countries or working at home.

No phones, no installment, no investment

The Call Center agents will not require SIP trunks, neither IP phones or equipments. A computer (with headphones) a cell phone through an app or a tablet will be enough as devices so agents can log in to the Call Center software.

WebRTC: the new VOIP phone system

It is an open code technology recently developed by Google that drastically changed VoIP technology. It is not just about the fact of being able to get connected on any device anywhere, but also about the HD quality audio in conversations, and the fiability of the calls, which entails a substantial diference compared to traditional VoiP phone systems.

 

Make outgoing calls with your Call Center

Agents will call showing the main phone number

Thanks to the WebRTC extensions, virtual agents will be able to call from your computer, your cell phone (app) or even a tablet showing the Call Center main phone number. If you have different local or international numbers, it will be possible to choose which number do you want to be shown for each call.

Outgoing calls monitorization

All the outgoing calls made by the agents will be monitorized. It will be possible to record calls, enabling a complete control of the Call Center.

Best prices

With the WebRTC technology, we will able to offer you the best prices to make outgoing calls, not only for local landlines and cell phones but to international numbers.

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Find out the price of your Call Center

Which instruments will the supervisor have to manage the Call Center?

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Monitoring

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App for desktop , cell phone and tablet

The supervisor will have a simple and intuitive interface that will collect the main Call Center software variables on live.

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Call transcription

The Call Center manager will receive a transcription of the conversation’s content on live while Call Center agents are speaking. These transcriptions will be available in different languages.

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Listen to calls

The Call Center manager will have access to listen to all the Call Center conversations on live.

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Activation and deactivation

The supervisor will be able to log in and log out virtual agents, as they are required or not.

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Interaction with agents

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Direct Chat

The supervisor will have an internal chat that will enable the exchange of messages with other agents.

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Whispers

The Call Center supervisor will be able to “whisper” to agents during the conversation.  This way the supervisor will be able to give additional information in order to help agents during any Call Center call.

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3-way calling

The Call Center manager will be able to intervene the conversation, opening a 3-way conversation: supervisor, agent and caller. This way, the Call Center supervisor will be able to actively participate in the live conversation.

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Call recording

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Call recording

Incoming and outgoing calls will be recorded in the Call Center. The Call Center supervisor will have a direct access to them. Furthermore,  it will be possible to record the call on demand once it is initiated.

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Kind of recorded calls

It will be possible to establish different criteria to select which calls we would like to record: by Call Center agent,  phone numbers that call more than X times, important clients…

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Statistics

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Evaluate your calls

Statistics provide information about any aspect of the Call Center calls: missing calls, answered, abandonned, per Call Center agent, average waiting time…

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On live

Decision making will be much easier for the Call Center supervisor since statistics will be available on time. It is also possible to export them to both, Excel and Word.

Is there something that remains unclear and you wish us to clearify it?

Adventages of fonvirtual Call Center

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No investment

Your Call Center will not require installation, neither IP phones nor equipment, thanks to the WebRTC technology.  Agents will be able to log in and make and receive calls, just using any device (computer, tablet or smartphone)

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Efficiency

Your Call Center will be efficiently managed thanks to our ACD system,  which is based on call queues, IVR and more features.

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Simplicity

The supervisor as well as the agents will have a simple interface with everything they need for managing it intuitively on the computer, the smartphone or on the tablet.

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Innovation

Our Call Center is the result of the knowledge and efficiency adquired among our years of experience, and the innovation of the latest technology, the WebRTC.

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Mobility

The ubiquity of agents and the supervisor is one of the greatest advantages of WebRTC, since agents will be able to log in to the Call Center from anywhere in the world and from any device.

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Scalability

Our Call Center solution allows adjusting the number of agents to the immediate needs of your Call Center, scaliting the number.

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Steady

We provide our own equipment to ensure the Call Center service working correctly. As a back up, there is also the possibility to transfer calls to landlines and agents’ cell phones.

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Experience

We provide an optimized and adjusted service to all our clients thanks to years of experience and our cients’ trust.

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Fiability

The WebRTC requires fewer exigences than traditional VoIP in terms of data consumption and usage of wide bandwidt. This enables HD quality and a complete stability in the call. Forget interruptions during calls, metalic noises or delays.

A Virtual Call Center to work however and wherever you want

What other features can be set up for the Call Center?

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Greetings

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Greetings are recorded messages that whoever calls the company will listen to and will guide callers throughout the Call Center. They are a great way to inform caller where are they calling to, which departments can attended their call, if the call is out of office hours or any other necessary explanation to manage better the calls.  Almost every Call Center has four greetings, although there may be greetings of any kind.

Welcoming

It is an initial message to communicate callers which company or Call Center they have reached out to. Once the company has been introduced, the caller is usually requested to remain in the call queue or the call goes directly to an IVR. The IVR enables callers to choose which department he or she wants to contact. ( “If you want to contact the Marketing department please press 1, for contacting Accounting please press 2”)

Busy

Messages to inform all lines are busy and giving the caller the option whether to leave a message or to try again later.

Out of office hours

Often companies establish different set ups for different time frames. It is usual to include a message informing callers of the hours to contact the company. (“You can reach us from 9 a.m to 2 p.m and from 5 p.m to 7 p.m”). We should also give the possibility to leave a message in our voicemail so we can contact them later.

Holidays

Finally, including messages for the holidays is also very frequent. The message will inform calles when they can contact us again.

 

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Call forwarding

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Call Center incoming calls could be tranferred from one agent to another rapidly and easily. This way, the agent who is transferring the call will be available again to answer other calls.

There is two types of call transfer:

Attended transfer:

Prior to the call transfer, the agent who is initally answering this call, asks the other agent if he or she wishes to accept it or not, while the caller remains in a call queue with music on hold. The communication between both agents could be either to check the agent’s availability or whether is necessary to comment any other eventuality.

Unattended transfer:

The call is directly transferred to another agent with no need of communication or neither asking por permission.

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Vip lists

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There is the possibility to provide a personal care to special clients. If we wish special clients to avoid the regular Call Center services, it is possible to set up a VIP list or a white list where we will include the phone numbers we want to give priority to. Numbers on this list will speak directly to an agent, they will not have to wait on a call queue or it is possible to allow them calling even out of hours.

On the contrary, there is the opposite which are the “black lists”.  These lists are for those calls, that we wish not to answer due to different reasons. These calls could remain at a call queue permanently. This way the call will never be answered, as well as if we set up a notification that all our agents are busy, just for those numbers.

 

 

 

 

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IVR

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The IVR is one of the main components of the Call Center, that allows distributing incoming calls among different departments. Furthermore, it is user-friendly and it is very efficient for call distribution. (“If you wish to speak with the accounting department, press1, Marketing, press 2”)

The person who is calling will be able to choose the option that best suits the reason why she or he called. Once the caller has chosen the department he or she wishes to speak with, the ACD  smart technology will assign the best agent for it depending on previously set skills.

 

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Call queue

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The Call queue with music on hold is the Call Center next step to the IVR. Once calls are categorized, it is necessary to size the amount of calls the Call Center can manage. The call will remain in a call queue with music on hold until there is an agent available, in order to avoid people hanging up the phone.

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Calls transcription

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The supervisor will immediately receive a transcription of the call’s content in an email. The transcription is available for different languages and it provides immediate information to the Call Center supervisor.

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Call recording

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Call recording will give access to all Call Center agents’ conversations. It works for both incoming and outgoing calls. It is particularly useful for the supervisor since it enables finding a specific piece of content in a determined conversation. This tool is fundamental for call managing.

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Voicemail

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We recommend to include a voice mail, especially for those situations in which call were unattended because agents were busy, or because it was made after work hours or during the holidays.

The voicemail gives the caller the opportunity to leave a voice message and the reason of his or her call. Although, most people will hang up without leaving any message.

The voicemail immediatly inform you via mail when “the number 9xx xxx xxx  has tried to contact you at 16:48″. In case the caller left a message it would be attached in the email as a Mp3 file.

It is a secundary feature that avoids missing calls.

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Origin filter

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This feature allows treating the call differently depeding on where it is coming from. Besides the smart management the Call Center does when it assign calls to agents, this filter enables a previous and automatized call management based on some parameters. For instance, if the company regularly receive international calls, it will be possible to establish a specific set up for calls from France so they would always be assigned to French speaker agents.

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Schedules

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Establishing different set ups depeding on the calendar and the schedule is very useful. Most common times frames are these four:

Work hours

The Call Center service will have a main set up that will remain active during work hours. It means, incoming calls will enter the system as usual. For instance, monday to friday from 8 a.m to 3 p.m and from 5 a.m to 7 p.m.

Out of work hours

The second time frame would be “out of work hours”. This time space reffers to those hours that are not part of our work hours, including saturdays and sundays. Incoming calls receive during this time frame will listen to a recorded message informing callers about what are the hours and the days when they can contact us, and giving them the possibility to leave a message in the voicemail.

Holidays

We recommend to create an specific set up for local and national holidays. For example, January 1st callers will listen to a message similar to this one “Due to federal holidays for new year’s eve, our stores will remain closed today”.

Vacation

Finally, for those vacation periods in which the company remains closed, callers will be informed about when they can contact us again. “We will remain closed till August 31st due to summer vacation”.

 

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Call ID

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Identify where are calls coming from is always an useful tool to help agents with their performance. Let’s imagine an agent who answers calls from two different call queues, Sales and PR.

The agent will know from which call queue is the call coming from thanks to a short message that only the agent will hear when he or she picks up the phone. This message will say either “Sales” or “PR” so this way the agent will know what kind of assistance has to give. It is particularly useful gor those who receive calls from different departments but also for those agents who receive calls in different languages. Thanks to this feature agents will know in which language they have to answer the call.

 

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Statistics

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The supervisors will have access to the Call Center platform with their username and password, where they will be able to see different reports of call statistics.

It is not just a simple list of incoming calls. Out platform enables using filters to create different reports depending on the data you want to obtain. You will be able to obtain reports that include the period of time, days or months, in which

There are endless possibilities, you will soon see by yourself that the statistics instrument provides a great amount of information about how are Call Center calls managed, what is the performance of agents, and what the weaknesses and strengths are.

Althought, it is possible to create any parameter related to incoming calls, we can highlight the following:

  • Missing calls
  • Incoming calls
  • Overflow calls
  • Saturated calls
  • Waiting times
  • Average conversational times
  • Level of service
  • Call distribution among call queue