Horizon Call Centre. Hosted telephony for businesses with inbound call requirements

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1 Horizon Call Centre Hosted telephony for businesses with inbound call requirements

2 Easily manage, monitor and control call centres - Could Horizon Call Centre work for you? from anywhere Horizon Call Centre is a cloud-based service with an extensive range of inbound call centre capabilities and can be managed via an easy-to-use web portal. Horizon Call Centre is ideal for any business that receives inbound calls; for example those with sales teams, help desks, accounts departments, receptionists or customer service representatives, right through to the more traditional large call centre environments. It is an extension to our Horizon hosted telephony platform and enables businesses to easily manage call centre environments, boost productivity of agents and improve the overall efficiency as well as help to deliver a first-rate service. Horizon Call Centre is suitable for you if: Dealing with inbound calls efficiently is important to you Key features Intelligent call distribution Ensures calls are answered efficiently and by the right agent Quickly escalate difficult customer queries For times when agents need support from more senior members of staff Delivering a first-rate service to your customers is vital to your business You require complete control over how your calls are managed Your productivity can be improved by having virtual control of your inbound calls If these statements ring true for your business then Horizon Call Centre might be an ideal solution for you Quality caller experience Easily monitor inbound call activity, with barge in and emergency escalation when needed Gain valuable insight Access to historical and real-time data to help address training needs and identify potential gaps in resource during peak periods Enables flexible working As Horizon is cloud-based, agents and supervisors can log in from anywhere On-demand, scalable service You only pay for the aspects of the service that you need 2 / / 3

3 How does it work? Agents and supervisors Horizon Call Centre is simple to set-up and configure through our easy-to-use Horizon admin interface and includes lots of clever features. Incoming calls You can easily set-up how your incoming calls are distributed including the flexibility to define which agents are allocated to which types of calls. Call queue announcements Recorded messages can be set-up to inform callers of estimated wait times and which position they are within the queue. Using real time data, callers are more likely to remain in the queue if they have an idea of how long it will be before their call is answered. Call queues and distribution Assign agents to supervisors Determine which agents are monitored by which supervisors in order to ensure availability in the event a call needs to be escalated. Unavailable codes When agents are unavailable to take calls, a code can be selected to specify why they re not available, for example when they re at lunch or in training. This allows for more accurate reporting, while giving more of an insight into the agent s behaviour through the working day. Agent Client features Agents can manage their interactions from our Horizon Call Centre Agent Client where they can answer calls, transfer calls, escalate calls, initiate conference calls and quickly access directories. Agents are able to manually join multiple call centres, which is particularly useful for businesses that receive calls for multiple departments. More accurate reporting with Agent Log in/out Agents log in when they are ready to take calls at the beginning of their shift and then log out when they are finished, either via their compatible handset, Agent Client, or the Horizon GUI. Boost agent productivity and customer experience with Agent States When logged into a call centre, agents will display themselves as available, unavailable or in wrap up by selecting their state. Available: agent is at their desk and ready to take a call Unavailable: the agent is not available to take a call, for example, they re away from their desk for a long period of time - the agent can also display a reason behind their unavailability, e.g. lunch, training, meeting Wrap up: the agent needs some time before the next call, for example to process an order or ask a question Call queues Up to 50 calls can be queued at one time. To help manage expectations when it comes to call wait times a message can be played with periodic updates as the caller moves closer to the front of the queue. The messaging played during the queue can also be used for marketing purposes, for example to advertise a new service or promotion. Call distribution To ensure calls get answered efficiently, Horizon Call Centre offers the ability to set-up flexible call distribution scenarios. This can help ensure calls are assigned to the most suitable agents. Regular call distribution: Incoming calls hunt through agents in list order until an agent is identified as available. For each call that comes in, it starts from the top of the agent list. Circular call distribution: Incoming calls hunt through agents in list order, taking into account who took the last call. For example, Agent A is at the top of the list but took the last call so the next call distribution hunt will start with Agent B. When the search reaches the end of the list, it loops back to the top and continues until it has tried all users. Uniform call distribution: Incoming calls hunt through all agents, in order of who has been idle the longest. Simultaneous call distribution: Incoming calls alert all agents at the same time. The first agent to answer handles the call. Weighted call distribution: Incoming calls are routed through to idle agents based on their assigned percentage, as set-up in the call centre profile. This feature supports an element of skills-based routing, since a higher percentage of calls can be routed to more highly skilled agents. Supervisor Client features Monitoring agents, statuses and queues Supervisors have the control to re-order call queues if a particular customer needs to jump up the queue. An agent s status can also be monitored and changed by their supervisor. Call Barging Flexible monitoring that lets supervisors silently join a call at any time, without an invite from the agent. Escalations By being able to quickly escalate a call, any issues can be resolved efficiently. 4 / / 5

4 Reporting options Compatible handsets Polycom VVX 310 Ideal entry-level for low to moderate call volumes: - 6 lines or speed dials x 104 pixel resolution Akixi 2000 Provides all of the features and benefits of Akixi Presence and more including: Advanced features for monitoring agents and call control Detailed reports, including real-time summaries of call traffic and agent activity to increase efficiency Offers one solution to monitor agents and join calls where needed Makes it easy for agents to manage inbound call activity from their desktop Polycom VVX 410 Mid-range business media phone: - 12 lines or speed dials colour TFT x 240 pixel resolution - Polycom HD Voice up to 7KHz on all audio paths Polycom VVX 500 Performance business media phone, best-in-class desktop productivity and unified communications: - 12 line appearances or speed dials x 240 pixel resolution colour touch screen Polycom VVX 600 Premium Business Media phone delivering best-in-class desktop productivity for executives and managers: - Up to 16 line appearances/speed dials - Large (4.3 ) TFT (480 x 272) capacitive touch-screen - Microsoft Lync interoperability Cisco 504 Ideal for general office use: - Backlit display (mono) - 2 line keys - 2 programmable keys/ busy lights 6 / / 7

5 Tel Web We re a certified Carbon Neutral* Company. This means you can demonstrate green credentials yourself. By working with us you have a solution that not only helps the environment but also enables you to become greener and conform to new Government environmental policies. GH-07/14 HCC0001