Most of our call centre traffic is based on Virgin Media’s excellent Call Manager platform, offering powerful hosted routing options with self care, real time update of advanced call plans.  Performance Telecom has also developed a range of innovative and exciting visibility applications to enhance call handling through the Call Manager platform even further.

 

Inbound call handling with Call Manager, provides full control of your inbound call routing from your PC or smart phone.

 

Intelligent Routing from Call Manager provides an intuitive web-based interface, enabling the creation of flexible, complex routing plans to suit your business needs. Add new destination icons with full error handling, manage opening hours through the time icon, modify call distribution percentages and, insert network call caps through the call limiter icon.

 

Set up and manage your own network level prompts, IVR menu's and call queues to optimise your inbound call management. Upload your own prompts to the interface, insert prompts and call announcements within your routing plans, set up your own interactive voice response with flexible IVR menus and, add network queues to ensure effective management of your inbound calls.

 

The flexibility of Call Manager enables an immediate response to multiple DR scenarios, despite your geographical location via our dial in disaster recovery (or dial in DR) solution. Business continuity planning from Performance Telecom enables the user to set up multiple disaster recovery routing plans, activated & deactivated in real time.  Utilise network queues or call limiter, to manage upsurges in traffic or, simply redirect calls to an alternate call centre.

 

Skill based routing through Call Manager, enables the creation of a virtual call centre environment, available across single site, multiple sites & even home workers. Set up and configure multiple agents, create skill groups, and assign to call center agents with the most applicable skill sets. Monitor skill groups and agent statistics in real time, online & via dedicated reports, from anywhere in the world.

 

Why not take advantage of our free 30 day trial? For some specialist advice from one of our industry experts, simply give us a call on 0845 456 1500. Alternatively you can request a call back via the contact us button. Whatever your choice, we eagerly await hearing from you.

 

 

Call routing may be defined differently in various contexts and fields, but it is in essence  the process of routing each call to the best destination, according to real-time conditions. In PSTN (traditional telephone system), call routing is the process used to route phone calls across the telephone network. For a computer network, routing will select the correct path to send network traffic.

 

Interactive voice response, or IVR, is a computerized phone system that enables a person, typically a telephone caller, to make a selection from a voice menu. The selection is made using touchphone keypad entries or vocal responses. The phone system plays pre-recorded voice prompts, and the person typically presses a number on a telephone keypad to select the option associated with the voice prompt.

 

Call queuing is regularly used by organisations to lessen peaks that can occur in call traffic such as those caused by a sales promotion, popular booking lines or customer service centres.

 

Business continuity planning, or business continuity planning (BCP) is “planning which identifies the organisation's exposure to internal and external threats and synthesizes hard and soft assets to provide effective prevention and recovery for the organisation, whilst maintaining competitive advantage, and value system integrity.”It is also called disaster recovery solutions. The logistical plan used in DR is called a business continuity plan. The intended effect of Business continuity planing, is to ensure business continuity, which is an ongoing state or methodology governing how business is conducted. 

 

Skill-based routing (SBR) is a component of automatic call distributor (ACD) systems that filters and directs incoming inquiries to call center agents with the most applicable skill sets. By closely matching an incoming call to the call center agent best-prepared to address a particular issue, callers experience shorter wait times and faster resolutions of their issues, reducing average handle time (AHT) as a result. Because agents are trained for more specific skill sets, less training is required. Furthermore, the most highly-skilled agents can be assigned to important clients, targeting resources where they will provide the most return for the call center. These factors greatly reduce abandon rates and increase agent utilization; productivity, and general call center efficiency.