Next Advantage™ Call Centre

Minimal local resources and expertise required to build, manage and support

Easy access to a host of on-demand features

Rapid deployment and implementation - because it’s hosted, getting your business up and running usually takes days instead of months

Lower operating costs associated with ongoing maintenance, support and upgrades of the system compared to an on-premise solution

No large capital expenditure - lower set-up costs and predictable monthly operational costs

Hosted Contact Centre gives you more flexibility to grow - add departments, add

individuals within a department or to manage your contact centre across multiple off site locations

Forecasting, scheduling and tracking capabilities are simple and allow for better resource management

Contact centre supervisors can reassign agents instantly to new tasks

Staff numbers can be increased or decreased dynamically to cope with changing call volumes

Web chat functionality can easily be integrated into your contact strategy and forwarded to existing agents, providing an additional point of customer contact

Real-time workforce management reporting eliminates the need to integrate service administration reporting data from multiple data sources, enabling effective management of and reporting inbound, outbound, email and web interactions

A user-friendly interface that can be accessed remotely via the internet includes dashboards and reporting that allow you to manage your call centre services efficiently

Dashboards contain real-time information and reports to improve management and give managers total remote, real-time control over call centre services, improving workflow management and business agility

Easy handling of high call volumes through distribution of calls in the most resource effective way, reducing caller hold times

Calls can be distributed according to preferences set, such as:

• Even distribution across all staff
• Staff skill level or expertise in a specific area
• Service level agreements status

Maximise the ‘talk time’ of agents using automatic dialling and manage available agents dynamically to coordinate pre-answered calls

Industry averages show that agents making calls manually spend 15 minutes in every hour actually talking to customers. A predictive dialler process increases talk-time to 45 minutes per hour - a three-fold increase in productivity

Interactive Voice Recognition (IVR) solutions give the ability to create self-service applications, allowing agents to work on more complex calls that require human input

Automation of outbound calls using any combination of pre-defined scripts

Better management of email messages through prioritisation, queuing, auto acknowledgement, auto responses and reporting

Ability to record all calls of any type, inbound or outbound