Call Recording

Automatically tag call recordings to client records, enable analysis of customer interactions, call score and profile your employees. You can utilise call recording for ongoing training by tagging the successful recordings. This is imperative to for swiftly settling client disputes. All solutions are legally compliant for the Payment Card Industry (PCI), secure and encrypted.

• Comply with industry regulations.
• Excellent training tool to mirror the best handled calls.
• Swiftly resolve consumer disputes with hard evidence.

 

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Intelligent Routing By Design: Mitel

Enable the most efficient multi-channel communication handling whilst delivering an improved customer service. This can be done by automatically routing calls and multiple media channel correspondence to the most appropriate department or geographical area, saving both customers and staff valuable time. Returned calls from customers to the main contact centre phone number can be auto-routed to the last person making an outbound call to the client, whilst automatically displaying the database record notes section, saving time, money and most importantly, keeping customers happy.

• A fantastic aid in first call resolutions.
• YOU make the rules – use flowcharts to design.
• Automate communication in or out by geographical area.

 

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Interactive Voice Response (IVR) Solutions: Mitel

This product allows you to streamline and automate repetitive tasks. When your customers wish to receive Account Balances by entering their account details or track deliveries via order numbers, our software converts and delivers these messages directly to your client using our Mitel software. Other example applications include:

• Queue Management – e.g. for a call-back dial 3
• Compliance Applications – Read client Ts & Cs of the transaction
• Post-call Quality Surveys – Measure your customer service experience

 

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Speech Analytics Solutions: Mitel

Pre-set key phrases you wish your call centre employees to say, or NOT say, as part of the customer call. Whether ‘Is there anything more I can help you with today?’ to awareness of other products and services. Reports can be automatically generated for supervisors should employees not comply to an agreed minimum percent adherence. Also, should customers say specific key words and phrases, this may act as an alert to trigger call recording and auto-flag to a product specialist.

• Perfect for delivering SLA’s when acting for clients.
• Delivers a competitive advantage.
• Great product to track quality control.

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Queue Management: Mitel

Improve your customer service experience when clients are faced with sitting in a queue on the other end of the phone. Our designers may request your client states their name, leaves a brief message and a preferred number to call if all your employees are busy. We can ensure that the first available staff member has an outbound call auto-dialed for them and they are presented with all notes relating to that client, on screen, whilst allowing your employees to listen to the clients pre-recorded message before the designed solution auto-dials.

• Ensure ALL enquiries and missed calls are tracked, followed up and returned.
• Provide a hot-line for top valued clients to take priority and queue jump.
• Route inbound calls based upon geographic region to remote agents in the same area.

 

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Quality Call Scoring, Profiling & Replicating Successful Agents: Mitel

Score employees online to show how they handle your organisation’s calls. Analyse employees attitude, first call resolution, closing abilities, compliance and fact gathering ability to name a few. Highlight the top five calls handled and worst five calls handled that week.

• Excellent to provide fair and equal appraisals of team members.
• Enable the lower performing employees to raise their game quickly.
• Mirror success.

 

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Provide customers with a choice of multiple communication channels to connect to your company. These can include; voice calls, emails, web chats, SMS messaging, social media etc. Align the right staff to communicate with the right customer demographic profiles. We help design these Mitel call centre cloud systems and train your staff.

• Improve client experience.
• Create a competitive advantage.
• Align the right staff to communicate with the right customer.

 

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Management Information Dashboards. Static and Mobile

View employee activity, customer call queues and statistics real-time. Set alerts to only notify you when agreed indicators have been exceeded, allowing for supervisors to manage the situation quickly before escalated to management. All our dashboards may be viewed from client PCs, laptops, tablets and mobile phones.

• Enable a highly visible pulse to be kept on your business at all times.
• Management can be pro-actively alerted real-time, working remotely.
• Ensure SLA’s and set KPI’s are always achieved.

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