A Call Centre Solution suitable for any sized business

Customer communication is critical to the success of any modern business. SoftQuest Solutions Call Centre Platform allows your business to communicate with potential or current customers in a rapid and efficient manner.

The Call Centre Platform allows for rapid deployment and low overheads by utilising the low-cost advantages of VoIP technology. The platform is easily scaleable to encompass the growing needs of your business.

You don't need an office to have a Call Centre

Call centre agents can be located anywhere and connect to the platform via their computer or a VoIP phone.

 

Manage your customers effectively

The Call Centre Platform has a suite of customer management modules for both inbound and outbound call centres. This includes an advanced helpdesk ticketing system for inbound call centres, as well as lead and campaign management modules for outbound call centres.

 

Rapid call handling for inbound call centres

Inbound calls can be directed to the appropriate customer service agent through the use of interactive voice response (IVR) software. This software can ask the customer a series of simple questions and direct the caller to the correct call queue.

Automatic Call Distribution (ACD) software then ensures that queued calls are then directed quickly to available call centre staff.

 

Spend more time talking to customers and less time waiting for the phone to be answered

Automatic dialing for outbound call centres allows multiple outbound calls to be dialed and then once answered, directed to either a call centre agent or an interactive voice message. This allows agents to spend more time talking to customers, rather than dialing or waiting for customer phones to be answered.

Helpdesk and Customer Service Management

Automated Inbound Call Handling

Customer service is an essential part of business in today’s world. The Inbound Call Centre Solution takes advantage of the low costs of VoIP technology to deliver the infrastructure required for a sophisticated modern call centre.

Inbound customer calls can be directed by the Interactive Voice Response (IVR) system to the desired department. The IVR supports both keystroke input from the customer’s phone and prompted voice commands (voice recognition).

Once the customer has been directed to the correct department the Automatic Call Distribution (ACD) monitors the customer’s position in the queue and then directs them to the next available agent.

 

Advanced Ticketing System

Call Centre agents have quick and easy access to customer information. In cases where the caller’s phone number is identified by the system, the customer’s information will be automatically presented to the agent taking the call.

The Helpdesk module allows tickets to be raised and managed. Tickets can be prioritised by ticket age, customer service agreements, as well as by customer and service class. Ticket queues can be monitored in real-time by support staff and automated alarms and email notifications can be configured.

 

Outbound Call Centre and Lead Management

The Outbound Call Centre Solution can help facilitate a good customer first contact experience. By providing comprehensive and easy-to-use tools for your sales agents they can focus on talking to the customer and building a strong customer relationships.

Easy Campaign Setup

Lead information can be sourced from a 3rd party and loaded into the system. The system can then be configured to choose potential leads from the pool, prioritised by particular criteria. This means that leads that are statistically more likely to become a sale can be contacted first.

 

Decentralised Call Centre

As the Outbound Call Centre Solution uses VoIP technology, agents and customers can be situated in diverse geographical locations while maintaining minimal call costs.

 

Effective Lead Management

Information can be stored against each lead including when they have been contacted and by whom. Agents can make personal and public notes for each lead. Ownership of leads can be assigned to individual agents.

 

Multiple Dialing

Multiple customers can be dialed simultaneously. When a customer answers they are connected to the next available agent or directed to a pre-recorded message.