Call Center System for Egypt & International Solutions
Project Summery.
Call Center Platform.
Call Center Inbound solutions
QUEUE & IVR
Provide your team with all the tools they need to be more productive and responsive in one unified web-based Queue Panel. Enable ultimate ease of use and productivity with visual call management and full access to agent & supervisor capabilities such as Call Monitor, Call Transfer, Recording, Agent State, Log-in, Log-out and more – in one single interface.
Maximize Agent Productivity
Dial more calls in less time with a predictive dialer. At the same time, intelligently pace outbound calls and filter out unproductive calls such as answering machines or busy tone to ensure high call connects and reducing agent idle time.
Intelligently Assign Calls
Use your preset parameters and predictive dialing algorithms to determine and automate call assignment based on factors such as the number of available agents, the number of operational lines, and the average time an agent spends on a call.
Increase Sales Conversions
Lead prioritization, knowing the best time to call, timely follow-ups, contextual conversations, configurable workflows – all of these are means to achieve the end i.e. gaining more customers while increasing the agents’ productivity.
Customized On Your Business Needs.
EMEA HUB Call Center Solution Customized On Your Business Needs
-
Max Pacing Count
Pre-define maximum calls that you can dial per agent based on Agents and channels available to ensure optimum resource utilization. -
Maximum Call Count
If the Max Call Count is set at 100, and the call server is already connected to 80 calls, then only 20 calls more will be dialed out. The dialer will never exceed limit. -
Call Drop Ratio
Define the maximum percentage of call drops allowed for total outgoing calls to control factors like non-availability of agents. -
Agent Wait Time
Set the time gap between the agent wrapping up an ongoing call and initiating a fresh call to keep the agent idle time in check. -
Variance Factor
This parameter indicates the dialer, by how much it can vary from other pre-defined parameters like Max Pacing Ratio. -
Answering Machine Detection
Allow transferring only those calls to the agent that are answered by humans.
What’s the difference between
Inbound and Outbound Calling?.
Inbound call center
Inbound calling occurs when customers or potential customers initiate contact with a business or organization. Inbound call center agents provide reactive customer support, meaning when someone calls, they react.
Below are some common inbound telephone answering services:
- Product or technical support
Agents answer questions regarding consumer products or services and provide technical support where possible. Call agents can also route customers to dedicated tech support teams if necessary. -
Help desk services
Customers can report faults or problems, submit complaints, or order products. - Payment and order processing
Agents can process and take payment for inbound sales orders via the phone or help customers resolve issues with payment, billing, or placing orders. - Upgrades and renewals
Agents can handle customer calls regarding upgrades and renewals of subscription-based products or services.
Outbound call center
Outbound calls are more contextual. How an agent handles the call depends on why they’re making the call in the first place. For instance, sales teams who are cold calling prospective customers regarding a product or service will take a different approach to those calling to conduct customer surveys.
Outgoing calls are mainly initiated by sales and marketing teams. The main purposes of outbound services include:
- Telemarketing
Agents use direct response marketing to contact warm leads or make cold calls in an attempt to sell a business’s goods or services. -
Market research
This involves agents conducting phone surveys to identify customers’ pain points and better understand their customers. - Lead generation
Cold outreach allows agents to generate and qualify leads. - Appointment setting
Agents can set appointments with customers on behalf of salespeople.