With Voice Over IP Technology (VOIP) your business telecommunications can be cheaper, more flexible, easier to configure, and integrated with the web.
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Overview On How A2 VoIP Can Be Used In a Call Centre Environment
Our system operates equally well in a physical call centre environment or in a complete or partial virtual call centre, using home based workers. In bound calls can be taken by a telephonist and transferred to the correct recipient. Staff members can call each other and transfer calls between them and conference calls for training or other purposes. Calls can be monitored by more senior staff members and calls can be recorded for training or otherwise. It does not make any difference whether all, some or none of the workforce is office based.
Full Call Monitoring Facility
Each staff member’s calls are monitored and a record produced of each call made, including number dialled, timing and duration. Thus staff can be paid based on call time or productivity, where required and KPI’s can be monitored. Frequently dialled numbers, such as calls to family and friends can be flagged and those numbers blocked if required.
Reports can be generated to enable supervisory and managerial staff to order calls by frequency of calling, duration, etc. In case of query, date, time and operative’s identity can be tracked to a particular recipient’s number.
Optional call recording is available for training, quality and other business purposes. Recording options can be set at Primary User level.
Slide Show
A slide show is available which offers a selection of screens, indicating in real time, for each operative:
The above details are given on separate slides for the day and cumulatively for the week.
Statistics for internal call time can also be displayed.
The slideshow can be run by supervisory and managerial staff on their own computers and can simultaneously or independently be run on a large screen displayed to the entire sales floor. When used for the on floor display, the primary user logs on as normal but selects “Slideshow Mode” which allows the slideshow to be displayed but disables access to all other functions and screens on the Primary User’s A2 VoIP panel. The Primary User may log onto A2 VoIP in the normal way, on a different machine whilst running the slideshow in Slideshow mode on the call centre floor.
Our system operates equally well in a physical call centre environment or in a complete or partial virtual call centre, using home based workers. In bound calls can be taken by a telephonist and transferred to the correct recipient. Staff members can call each other and transfer calls between them and conference calls for training or other purposes. Calls can be monitored by more senior staff members and calls can be recorded for training or otherwise. It does not make any difference whether all, some or none of the workforce is office based.
Full Call Monitoring Facility
Each staff member’s calls are monitored and a record produced of each call made, including number dialled, timing and duration. Thus staff can be paid based on call time or productivity, where required and KPI’s can be monitored. Frequently dialled numbers, such as calls to family and friends can be flagged and those numbers blocked if required.
Reports can be generated to enable supervisory and managerial staff to order calls by frequency of calling, duration, etc. In case of query, date, time and operative’s identity can be tracked to a particular recipient’s number.
Optional call recording is available for training, quality and other business purposes. Recording options can be set at Primary User level.
Slide Show
A slide show is available which offers a selection of screens, indicating in real time, for each operative:
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Number of calls made |
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Number of calls connected |
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Call time |
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Talk time |
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Idle time |
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Time between calls |
The above details are given on separate slides for the day and cumulatively for the week.
Statistics for internal call time can also be displayed.
The slideshow can be run by supervisory and managerial staff on their own computers and can simultaneously or independently be run on a large screen displayed to the entire sales floor. When used for the on floor display, the primary user logs on as normal but selects “Slideshow Mode” which allows the slideshow to be displayed but disables access to all other functions and screens on the Primary User’s A2 VoIP panel. The Primary User may log onto A2 VoIP in the normal way, on a different machine whilst running the slideshow in Slideshow mode on the call centre floor.
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