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HIGH PERFORMANCE CALL CENTRE
Here at Performance Telecom we have pulled together all the tools necessary for your organisation to run an advanced call centre whilst deploying relatively simple local technology on site or across many sites, UK based or even overseas.This level of technical capability can generate significant savings compared with investing in on-site hardware, which would often otherwise have to be deployed across multiple locations, involving lengthy and costly implementation projects as well as costly local expertise for day to day management and maintenance.
Our Feature rich yet highly flexible hosted call centre facilities allow for low cost, rapid implementation, without the need for highly skilled engineers.
The platform is easy to self-manage for ongoing changes and development and you benefit from a level of reliability that's second to none due to hosting within the Virgin Media national fibre optic network.
NUMBER TRACKING MADE EASY
Information is power – and Performance Telecom gives you the power to control every aspect of your numbering. For examples of the reporting control we can provide call us on 0845 456 1500.
SELF BUILD CALL PLANNING
However, if you prefer we'll even build, manage and maintain your call plans for you. For a walk through demonstration of our system please complete the enquiry form or call us on 0845 456 1500 to speak to one of the team.
AGENT SKILL SET ROUTING
This approach ensures that callers get the most skilled agent available at the time of their call, but also allows for less skilled agents to handle calls they wouldn't normally take during periods of increased caller demand.
INDIVIDUAL CALLER TREATMENT
Using Calling Line Identity (CLI) you'll be able to assign specific routing patterns to individuals or groups of callers so that you can manage the varying needs of all of your customers. But there is more. We can also route calls based on DTMF entry from your callers account numbers, for example, or product numbers perhaps or even branch numbers. With Individual Caller Treatment routing we can offer:
Promote high spending customers to the front of the queuesend recognised customers to their preferred agent or agent groupsend callers with an outstanding balance direct to credit controlblock nuisance callers play caller specific on hold marketing messages
When used to full effect, this kind of feature can have a dramatic impact on your callers experience and also on your sales and cash flow! Call us on 0845 456 1500, give us your mobile number, and allow us to demonstrate the power of Caller Treatment. One size most definitely does not fit all!
WALLBOARD MAGIC
If you have call centre agents or home workers who spend much of their time on outgoing calls, you'll only be too well aware of the time wasted manually dialling and listening to voicemail.Our hosted power dialling solution allows you to load your calling data, split into logical campaigns. The dialer makes the calls and connects the caller in reverse to your agent. This method of outbound calling can serve to increase an agent's actual talk time per hour from an average of just 12 minutes per hour (industry standard for manual dialling) to as much as 44 minutes per hour. We can even link automated solutions to outbound dialling, ideal for debt collection and other routine customer contact tasks. Power reports give you the information you need and we ensure that industry standards are always met, including using the Telephone Preference Service.
Our hosted dialer has no hardware, no maintenance costs and no upgrade costs. By taking advantage of this amazing technology you will see an uplift in productivity that represents a serious opportunity for any organisation that has a credit control or sales function.
MONITORING & REPORTING
The reporting offered by Performance Telecom not only gives you a view of actual agent performance, calls coming in and where they are landing, but also gives a 'birds eye' view of the call centre so that you can continually assess your infrastructure requirement, something that site based equipment fails to do in every case.
Total CallsAverage Time in Queue Agent PerformanceIVR Option Count
Engaged/NU Calls Live queue stats Repeat Callers Time of Day
Abandoned calls Peak Line capacity Origin Report Day of Month
BUILT IN DR PLANNING
How often has your business been affected by events such as these?Power Outage Flood Phone Lines Failure Fire Staff Sickness
And how often has any one of these resulted in not just lost calls to your business, but also no information being given to your callers about why you're unable to speak to them?
With our system you have a built in DR capability, and the option of setting up your own reserve call plans so that in the event of an emergency or staff shortage, you are not only able to keep callers informed and updated but can also get back to business as usual at the earliest possible opportunity.
DATA CAPTURE & TRANSCRIPTION
Please discuss with a member of the team how we can help streamline your data capturing and telephone order taking, either call us on 0845 456 1500 during office hours or complete the enquiry form below.
MORE ADVANCED FEATURES
It doesn’t stop here, we also offer many more services and features such as the following:
Fax2email Percentage / Ratio Plan Call Capping Branch Counting Audio conferencing Mid Call Transfer Extension dialling Call Recording Database Lookup
We are continually developing new services to meet the ever changing face of business. At the same time our existing services undergo constant evolution to add more and more features, giving you the best possible solutions you need to improve the service you provide your own customers and keep ahead of the competition.
We are committed to delivering yet more innovation to help you cut cost, generate revenue and improve your caller’s experience. Please complete the form below for more details on any of the above services and how we can help you perform.