Call Centre Solutions

A call centre can be a useful tool for responding to telephone inquiries about a particular product or service in which a high volume of calls is expected. Call Centers allow you to manage your calls by setting up rules for how to route the incoming calls. The set of tools includes a call management system and call monitoring for quality and training purposes.  Examples of call centers are: student support centers (Enrolement Services) or IT Help Desks (UBC IT Service Centre)

The service offering varies from department to department according to their contact centre agent, supervisor and caller menu requirements.

Service Options: 

The components of a call center may include at least one or all of the following options:

• Callers Menu and Announcements
• Routing calls according to time of day
• Weighted Calls – Ability to transfer calls to various people based on a ranked system (ie new agents take fewer calls, more experienced agents take more calls)
• Reporting/Statistics – Ability to run reports on a variety of aspects of the call centre (ie number of calls, time spent on call, etc)
• Call Monitoring – Ability to listen in on calls for quality and training purposes.