Every company has one or more departments that work as a call centre. Their tasks often contain support, hotline, marketing campaigns, the operator or inside sales. A couple of settings is all it takes to set up a professional call centre within the innovaphone PBX VoIP phone system. Waiting queues with announcements and call diversions in addition to well-organised call monitoring are used to manage the number of incoming calls. Dynamic log-in by another agent allows any employee to provide short-term support to the hotline. This flexibility of the Unified Communications solution for call centres and operators allows optimum success to be gained from the activities.
Switchboards, service hotlines or call centres can be operated with the innovaphone PBX VoIP phone system. Of course, it is sensible to receive accurate information concerning the respective telephone service system load: this includes the number of incoming calls, the time spent waiting in the queue, as well as the number of abandoned calls before these could be completed. The innovaphone Queue Monitor (iQM) collects this information in real-time and displays it graphically in a clear way. The iQM serves for better assessment of how well a service system works and it shows whether, when and where there may be bottlenecks in the telephone service system. As a result, the innovaphone Queue Monitor helps to significantly increase customer satisfaction due to better service quality.
The innovaphone Queue Monitor evaluates different counters and indicators and shows signal peaks for certain times and periods. Limits can be set on various early-warning and alarm functions, which make it possible to counteract bottlenecks in a timely manner. Individual post processing time can be defined to ensure that high call volume does not overwhelm employees. No calls are assigned to them during this time. A call centre agent is actually free again during the post-processing time, but will still be considered "occupied". Only after a defined period of time will the agent be available again and a new call will be allocated. If there is a bottleneck, individual post-call processing times can be skipped so that waiting callers are put through faster.
The innovaphone Queue Monitor is integrated perfectly into the innovaphone PBX VoIP phone system and does not require a server. The implementation and operating costs are low and are worthwhile for any company that operates a switchboard, service hotline or call centre and that wants to improve its performance and quality.
Call Centre in the innovaphone PBX VoIP phone system with supervisor and flexible agents in home offices or other locations
Recording of calls can be necessary in particular for training or for particularly sensitive calls. The innovaphone Unified Communications solution for call centres and operators can be configured so that the recording function can be enabled or disabled at the touch of a button. The necessary statutory provisions for recording (signal tone) are taken into account on the technical side.
All the innovaphone IP phones have an interface for headsets. They include: from separate RJ-9 connectors over digital headsets (DHSG) to USB interfaces for different usage. Thus, almost all headsets are compatible. The USB and DHSG interfaces allow calls to be accepted and disconnected via a button on the headset. In addition, functions to regulate the volume or short-term muting are possible via this interface.
Maximum flexibility arises for a call centre by combining it with Unified Communications solutions for home offices and other locations. Freelancers can be connected flexibly to their work stations, the respective hotline can be switched to the home workplace. In extreme cases, 24-hour hotlines can even be switched to employees around the world, who then carry out the service during their daytime work time.