Innovative inbound and outbound call center features ensure that the calls are managed effectively and efficiently to deliver the best customer interaction and also helps to increase the overall productivity of an organisation.
The call center solution supports multiple channels capable of implementing inbound or outbound calls for running a variety of campaigns to inform offers, programs etc. to large number of customers simultaneously. Typical implementation of Call Center works with 4 to 5 PRI lines (150 lines) and around 100 Agents.
Easy-to-use web interface with multi-login facility, inbound and outbound call management platform and an array of administration and reporting features allow to administer the entire call center telephony network remotely from anywhere at any time.
Campaigns can be created, edited and updated at any time and multiple channels can be configured to run different campaigns at the same time. The default number of campaigns which can be configured at a time is '10' and can be increased as per the user requirements.
Call Center software includes support for installing the incoming/outgoing call notification popups on the agent's system. Integrated SIP phone allows seamless call handling as an agent can attend and process the call and update the customer data in real-time.
Call Center System shall automatically assign a callback to the customer, if he/she waits in the queue for at least 10 secs or if an incoming call exceeds the repeat boundary or if customer chose for a call back by pressing 9. The callback is initiated as soon as a free agent is available.
The call can be transferred either internally or externally to a phone number in Xtend Call Center. The built-in call transfer facility guides the caller to an operator for elaborate assistance whenever required. The automatic call handling and call transfer saves the time of customer support personnel to a large extent, thus enabling the support staff to work more effectively.
The inbuilt IVR attends all inbound calls automatically and routes the call to an agent for further assistance. The system automatically distributes incoming calls to the available agents using algorithmic approach such as “Longest idle” and “First Disconnect”. The real-time ACD information provided on the Supervisor's desktop helps in efficient monitoring of calls.
Promoting an advertisement may be made easier with the help of multi-lingual prompts which helps to convey the information to customer more efficiently. Xtend Call Center also has the ability to dial out calls in multiple languages.
Various reports can be generated and analysed for an efficient management of the call center. Agent-based reports based on productivity, occupancy, abandoned calls, answered calls, etc. serves as the performance indicator that contributes to enhance the productivity of an organisation. Advanced search options locates the call quickly and generates reports corresponding to the given specification.
Xtend Call Center allows to monitor and listen to agents in real-time, manage agent activity, and monitor work-flow. The details of logged in/logged out agents along with the report of idle agents, agents on call, agents on hold, agents on break, etc. can also be viewed by an Administrator/Supervisor for quality compliance.
Support for multiple databases like IBM DB2, MS SQL Server enables the client-side IT systems to run smoothly and fulfills the client-specific requirements easily.
There are three dial-out methods available in Xtend Call Center:
The built-in call transfer facility guides the caller to an operator for elaborate assistance whenever required. The call can be transferred either internally or externally to a phone number. The transfer option allows to transfer the call directly to a third person and the conference option helps to initiate a conference between all the members.
By listening to the conversation between the customer and agent, the supervisory staff can monitor work-flow, evaluate performance and identify the training needs. Dashboard facility available on the web interface offers the real time status of the call center on a separate page. Call Center managers can get an overview of how calls are progressing throughout the center. The duration of a call, agent handling a call, real-time status and much more are displayed which gives the full-control to manage your inbound and outbound calls with utmost ease and convenience.
Audio recording and archiving of voice calls allows to keep logs of important conversations for future reference. These call logs prove to extremely helpful to clear important issues and in times of legal dispute. The recorded audio along with information such as caller number, called number, time/date, duration, etc. can be used to assess the service quality and customer experience.
Integrating the Customer Relationship Management (CRM) application in Xtend Call Center helps to enhance the operational efficiency. The Call Center System allows to integrate with an external CRM and thus the customer data can be updated directly into the CRM from the Call Center application.
Xtend Call Center System has the capability to screen the unwanted phone numbers that are specified in the DND list. Multiple campaigns can be scheduled at a particular date and time and the system can make automated dialing of outbound calls at the scheduled time. During outbound dialing, the entire DND list will be filtered and the dialer will automatically dial to permissible contacts only. This allows call centers to ensure that DND rules of conduct are followed during outbound campaigns, thus ensuring that the calls do not disturb or annoy people enrolled in do-not-call lists.
Xtend Call Center allows to connect a call to a specific agent or group of agents with defined skills, i.e. the incoming enquiries are filtered and directed to the call center agents with the most applicable skill sets based on language or department.
The Xtend Call Center allows to create campaigns with type as “Mobile Login” which allows call center agents to login and attend calls from their mobile. A maximum of four agents can be logged-in by this feature. This is helpful for an agent if a customer calls for urgent support after the office hours.
Call Center Solutions has certain inbuilt fields corresponding to each call, namely, call time, phone number, process, agents etc. Additionally, the software allows to add extra information using the custom fields. By using this method, user can create additional fields for each call and this can be updated accordingly to meet the business requirements.