Hosted Call Centre Technology

Hosted PBX across Multiple Sites

With the advent of complex and comprehensively featured virtual pbx systems, call centres can be spread across multiple sites or even multiple countries. By use of a hosted system a company can connect agents from various locations into a cohesive virtual call centre.

Hosted providers with sufficient capacity can handle very large numbers of agents and usually include extensive reporting facilities and overflow management systems.

Virtual systems are capable of handling inbound and outbound voice traffic and the call management facilities rival and often exceed those of hardware systems.

A distributed call centre can be made up of home workers, field and on-site staff - in fact anyone with access to a landline, mobile or voip phone.

A virtual call centre can be designed and configured to create a distributed call centre without the overheads of management and without the setup and maintenance costs of location based call centres.

Reports and Agent Performance Monitoring

Virtual call centre technologies can include comprehensive reporting capabilities and agent performance monitoring which assist supervisors and management in improving customer interfacing and call handling. Supervisors can review the performance of individual agents via online web reports which are also available in downloadable or emailed PDF format.

Monitoring can include call queueing reporting which can assess the number and duration of calls, time held in the queue and whether calls were lost or went to voicemail, with the option for supervisors to listen in on live calls to assess the handling of incoming calls. The extensive features and reporting provided by the virtual offering can usually be controlled from a web interface which supervisors can access from their workstation PC.

Phone Number Integration

The virtual call centre can be integrated with an existing company phone number, or by use of a non-geographic phone number the call centre can disassociated from any particular location.

With the sophisticated features offered by virtual call centre systems such as IVR menus, ACD, skills based routing, call recording, voicemail, web administration, agent monitoring, extensive reporting and music-on-hold the option exists for all levels of business to operate a call centre.