Virtual Call Centre Technology

The Benefits of Hosted Multi-Site Call Centre Technology

PhonePresence Call Centre combines industry leading inbound and outbound call handling technology along with cost savings inherent in hosting call handling off site. In addition to significantly reduced hosting costs, the ongoing maintenance and staff costs are also considerably less.

Multi-Site Call Centre Agents

Virtual technology means agents and users can be located anywhere and in any number of sites. A virtual distributed call centre can be constructed from on-site staff, staff in the field, home workers, and anyone with access to a landline, mobile or voip phone. Callers are unaware of the structure of the call centre and the number of sites used during any call transfers.

The ability to use home-based agents and staff to take calls introduces another method by which costs can be cut. Typically home-based workers require 5% to 15% less remuneration given travel is reduced.

Public dislike of call centres perceptibly located overseas, and the negative view of customer service when foreign accents are apparent, means connecting local agents via virtual call centre technology is an appealing alternative.

The use of home-based agents accommodates variable shifts and agent needs more easily, and companies can recruit from a wider geographical area.

Virtual Call Centre Supervision

Supervisors of multi-site virtual call centres have access to a full suite of reporting and administration tools, enabling complete control and assessment as if the agents are in one location.

Comprehensive reporting capabilities and agent performance monitoring can assist supervisors and management in improving customer interfacing and call handling. For example, call queue reporting showing the number and duration of calls, time held in the queue and whether calls were lost or went to voicemail.

Supervisors can listen in on live calls if needed and can review the performance of agents using web reports available online, or emailed in PDF format.

Virtual Technology

An array of call centre features including ACD and call management, caller greetings and IVR menu options, call recording and voicemail, agent screen population and call blending, extensive agent monitoring and reporting, are available in PhonePresence Call Centre.