Are you interested in the following (Select):
Real Time Statistics
Real-time statistics is a tool that ensures your call centre is running at its most efficient level; there are applications design for agents and supervisors to control and improve the platform.
Call routing is an essential part of the system that we incorporate for most businesses. When resources are limited, we make sure that customers are getting directed to there right people and dealt with as quickly as possible.
Multimedia functionality is the innovative mechanism that transforms a call centre into what is recognised as a contact centre. This enables agents to process customer requests on their terms and through efficient applications like web chat, email, social media and still, voice if it is preferred.
Customer Relationship Management and Outlook
Outlook and CRM (customer relationship manager) integration, taking into consideration a business to client retention. The best way to deal with clients is to know them and know what you have sold to them before – CRM brings up historical reports so that agents know exactly what to say and represent your business effectively.
Call recording an important feature of any call centre. The IPOCC can record all calls, or it can be switched off if the customer wishes it to be. This particular asset of the IPOCC is 100% PCI compliant with a pause function for recording sensitive information such as credit card details.
Wallboard is a new tool to the IPOCC, this is rather simple yet it can significantly enhance the IPOCC capabilities. It is recommended for larger call centres where managing customers can get difficult – it’s main purpose is to drive efficiency and make sure resources are being allocated as best they can by supervisors.