Inbound and outbound call management for call centres
With high inbound and outbound call traffic, effective and efficient call monitoring and management is crucial to all call centres. Nomis Connections can provide a solution that allows staff to maximise their efficiency, while enabling managers to monitor their team, and the operation in general.
Key benefits to call centres
- Increase staff efficiency
- Monitor success of telemarketing campaigns
- Monitor staff handling time and manner
- Log and record calls for compliance and training purposes
- Productive outbound telemarketing
- Proficient inbound call enquiries
- Raise consumer awareness through on-hold advertising
- Real time display showing call volume, queues and abandoned calls
Carol is the manager of a newly-opened call centre in the UK. The centre is responsible for outbound and inbound call handling for the business’ operations across the UK. The centre has two key departments:
- An inbound centre to handle service enquiries
- An outbound call centre designed to promote the company
Carol needed to ensure this call centre handled outbound and inbound calls efficiently, so she implemented a business telecoms solution by Nomis Connections.
With Nomis Connections’ telecoms solution, Carol benefits from a superb Adaptive dialler that takes the burden away from her telemarketing staff. The dialler also provides agents with scripts and prompts to make their work efficient and consistent.
Carol’s customer service staff benefit from an inbound call management service that intelligently routes calls to available operatives while the auto attendant acts as a front door for customers, directing their enquiries to the correct department. Once a call is allocated to a member of staff, customer information is displayed on their screen for quick referencing and security checks.
All call centre staff benefit from comfortable hands-free working using the latest Sennheiser noise-cancelling headsets.
When it comes to maximising the efficiency of the call centre, Carol generates and reviews reports through the call logging service provided. She can accurately view general information for departmental reviews, or agent-specific information for individual appraisals. Carol can even recall the voice recordings attached to the logs for training purposes.
Both departments of the call centre also benefit from real-time wall boards, through which agents can view live call information and their personal stats on a leaderboard.
Through speaking with Nomis Connections, Carol was able to understand and implement a solution that adheres to Ofcom regulations for call centres: All her outbound call staff promote a single, non-geographic number.
Carol’s business telecoms solution is provided and maintained by Nomis Connections, she can work with ease.