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Call Center Phone Systems

PBX Hosting offers an advanced call centre solution that provides maximum employee productivity and allows for an excellent customer experience. Manage customer accounts, close sales and assist your support team using the latest Unified Communications technology featuring CRM integration, Wallboards, Call Reporting, Call Statistics, Smart Queues and much more. Employees are able to track the customer journey in real time and provide an experience that is efficient and effective.

Never Miss a Call

With full extension mobility, employees are able to work efficiently and interact with customers whether they are at their desk or on the road via a variety of softphone options available as a Smartphone client, Window/Mac application or WebRTC. Set-up your queues with fail over options, meaning that if there is a customer that waits over your specified maximum wait time they can be transferred to another queue, extension, voicemail or external call answering service.

Call centre management provides supervisors with the information they require at their fingertips:

  • Real time queue monitoring – View how many customers are queuing and how many agents are busy via the switchboard
  • Agent Status – View how many agents you have logged into the queue and their current availability
  • SLA’s – Receive alerts when a customer has been waiting in a queue longer than the specified SLA
  • Call Backs – Offer customers the option of receiving a call back from one of your agents rather than waiting in the queue. It will preserve their position in the queue and the supervisor will receive an alert if a call back fails.

Call Quality

Ensure your customers are receiving excellent service and that your agents achieve their targets with a variety of different strategy’s that will ensure that no customer leaves your call centre unsatisfied. Utilise powerful tools that allows you to review agent’s performance and provide coaching and management assistance when required.

  • Polling Strategy’s – Log agents in and out of the queues and ring through to agents using a variety of polling algorithms; from Ring All to Skill Based Routing, you can create an environment which serves your customers the best
  • Wait and talk times – Monitor longest wait times and average talk times from the Switchboard or Wallboard
  • Review performance and training – Check agent call stats including talk time and calls answered. With features such as Barge/Listen/Whisper, supervisors can listen in to agents conversations with “Listen”, Provide coaching and advice to the agent with “Whisper” and join in the conversation when an agent is in trouble with “Barge”.
  • Call Statistics – Automated reports allows you to schedule reports based on the metrics that you want to report on. Reports will be emailed to all nominated recipients on a periodic basis which you choose. If you need to create a specific report then just log into the management console and produce one on the fly.

Call Centre Call Recording

Call recording is an essential part to any successful call centre. PBX Hosting believes that this process doesn’t need to be complicated nor expensive. We are able to offer you an affordable call recording solution that is highly customisable and requires no maintenance. We use market leading software architecture which is utilised by millions of users in over 150 countries worldwide.

To find out more about compliant call recording

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