A call center 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 (Brock Hall) or IT helpdesks (UBC IT)
The service offering varies from department to department according to their contact centre needs and design.
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 people get less calls, more experienced people 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.
To inquire about which call centre solution might be best for you, please place an order through Pinnacle, and one of our Service Advisors will get in contact with your DVA to arrange a meeting.
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To inquire about which call centre solution might be best for you, please place an order through Pinnacle and one of our Service Advisors will get in contact with your DVA to arrange a meeting.
If you require Contact Centre Administrator Access to submit requests for your existing call centre, please complete and sign the Contact Centre Administrator Access Document (DOCX, 59KB) and submit using the UBC IT Service Centre web form (select Category=Phones, Subject=Request Contact Center Administration Access)