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Reliable, networked telecommunications - including home working and virtual call centre needs!
AgentCall is a hosted system developed by Syntec specifically to support the telecoms needs of contact centres centres, home and remote workers. Easily set-up and accessible via the internet, the AgentCall System creates a reliable and robust infrastructure for the effective management and distribution of calls, webchat, e-mails & SMS in your contact centre and across multi-sites, including home worker networks and outsourcers. The AgentCall System utilises both TDM and VoIP as required; delivers real-time management information via the web; and is scalable at the touch of a button.
Maximising the cost and efficiency benefits achievable through use of home workers is high on the agenda for many businesses. Home working is increasing in popularity: for employees it gives greater flexibility and removes the need to commute; for employers it enables faster market entry, reduced set-up costs and lower operational costs. When backed up by reliable telecoms support, home working is a popular and productive solution for all parties.
Please see below an example of the agent activity report. The colours represent the agent's activity status i.e. In Call, Available, Lunch etc. Supervisors can can 'listen in' to Individual calls and call recordings can be accessed by direct link from the time/call specific record:
Maximum flexibility and operability is delivered via a secure web based platform. Agents log in and control the system from a small side panel in their web browser over their usual internet connection - with no additional software or hardware requirements. Once logged in, agent status (and status history) is visible to managers - and agents can update their availability from within their web browser. The status history acts as a live time sheet, giving managers an instant overview over the whole virtual call centre. Agents can be configured for auto logoff on no answer to protect against unreported breaks.
Please see below an example where you can click on the pink in call status bar (term drill in), which will show details of call taken.
Low set up and operational costs
A low entry agent system, the Syntec home worker solution has minimal set up costs and a no commitment, 'pay as you go' fee structure. Agent seats are charged on a per month basis, making it simple to scale up or down quickly to reflect business activity levels. Any fluctuation in seat numbers correlate directly with monthly fees, which ensures that this solution is easy to budget for.
The AgentCall System is easily accessible for managers and agents alike via a secure internet connection. For added flexibility, the AgentCall System can also easily accommodate remote workers who need to log in from different locations. A variety of re-routing options can be set up enabling managers or agents an appropriate level of flexibility to re-route calls to other (pre-agreed) numbers as required.
Detailed in-call information
A comprehensive range of call data is collated within the AgentCall System and is available as real-time and historical views, providing powerful opportunities for tailored and responsive customer service provision. Features include incoming call alerts, number dialled, brand or reference codes and caller CLI. Call history can also be accessed by the agent during a call or for call-backs. Status settings and manager views can also be configured to set parameters (time limits for tea-breaks, paperwork etc.) - with manager alerts included if required.