Hosted Call Center
Hosted Call Center offers a set of features needed for an organization to effectively start and manage inbound or outbound call campaigns. Our Call Center is provisioned with special software that allows calls to be routed, data to be collected, and management reports to be generated to improve the customer experience.
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Easy to Create
You can easily create new agents in 4 simple steps. Simply fill in the information and viola, you are done.
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Easy to manage
Our simple and intuitive system gives you the power to create and edit queues.
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Easy to change
Because of our powerful monitoring tools you may come across a situation when you need to modify a queue to keep up with an influx in call flow. With our system you can do this quickly and efficiently.
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Call Recording
Our call center automatically records calls based on your selections. Not only do you have the ability to listen in on a live call but you can also go back, download, and listen to recorded calls stored on our hosted server.
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MRTD
Monitor Real Time Display is an extremely powerful tool in any call center administrators corner. With this tool you can monitor agents calls, view current incoming calls, agent status and more. Agents can also request assistance from supervisor's utilizing the MRTD software. This can be very helpful for eradicating issues that involve hostile customers or general assistance that an agent may require on a call.
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A powerful and Robust reporting tool that provides not only historical but also real-time reports.
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Reports per queue
Generate and view reports based on your overall queue performance. They can be created in seconds and help you understand exactly how your queue is reacting to your current call flow and your agents ability to handle it.
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Reports Per Agent
Agent reports will give information on almost every aspect of the facets of said agent. From how long they are idle, to the time stamps of their login and log out activities. Get hour by hour breakdowns of how their time is spent. And if that time is being spent wisely. You will get all of this information without wasting precious administrator time and resources.
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Management Overview
The main focus of the reports is to give administrators and supervisors the tools they need to effectively manage their call centers. In a traditional call center you would have to spend countless hours walking around and observing agents to understand the impact of certain changes. With our system you can do all of that and more without leaving your desk.
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Utilizing our Suite of call center applications you are given the ability to deliver the highest level of customer satisfaction.
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Assessment
The assessment form is a downloadable excel sheet that managers can use for employee assessments. It contains performance data on the agent you select for the allotted time frame. It even has a place for the manager and agent to sign so it can be added to the Agents H.R. folder.
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Performance
This report will give you a daily breakdown of an agent's performance for quick referencing their effectiveness in the call center. It shows by day all calls, mean, idle time, etc.
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Call Graphs
You can use these graphs to determine where your queue can use adjustments to better support your client base. They are also integral in moving agents around to ensure the best call flow possible.
Caller ID Integration
In multi-queue environment Agents will know what queue the Caller dialed.
The Agents will always be prepared for the call no matter what the scenario.
Overflow/Tiered Queues
Calls that reach the Threshold will move to another strategy to be answered.
If no one answers the call during the perceived wait-time then the call would go to a second queue where it would ring all available agents until one answers.
Skill Based Routing
Higher performing agents will pass more calls.
New hires would benefit from passing less calls to concentrate on quality of their calls instead of the quantity.
Agent Call Recording
All Calls entering the queue can be silently recorded.
Call records are a great tool for employee training and assessment.
Remote Agents
Agent can log in for anywhere they have access to the internet.
In the event of a catastrophe, your call center will still be open.
AgentCom
Software that allows the Agents to perform better and manage their time.
They can use built in features to request assistance.
Agent Pause
Agents can pause themselves and not receive calls while completing other work or taking a short break.
They can use this feature for performing ACW.
Queue Member Status
Agents can view what queues they are a member of and how many members of that queue are available.
If they experience a higher than normal call volume they can notify management.
Primary Application
AgentCom can act as a primary application and run on top of all other applications on their desktop.
No matter what they may be doing on their computer they cannot minimize the window so they will not miss information updates or incoming call information.
Member Presence Status
Agents can view the number of members in the queues they are a part of.
They can use this to decipher an influx or decline in calls without having to stop and ask management.
Time in State
Whether it be Idle, In Call, or Not Ready, it will notify you how long the Agent has been in that state.
You can monitor how long an agent has been on a call for or how long they have been not ready and address it matter of seconds.
Call Monitoring
Silent Listening, Whispering and Barging. All on the fly and executed via the GUI.
You can listen to a call that an agent has requested assistance on and coach via whisper.
Announce Wait time
The queue will announce estimated wait time to callers and also inform Agents of how long a caller has been waiting.
You can use this to enforce protocol for apologizing extended time waiting in queues.
Abandon Call Notifications
The queue will automatically generate and email a report of an abandoned call.
Get up to the second updates on Abandoned calls so you can address them immediately.
Exit Digit
Queue supports an exit digit.
Exit digit can go to an IVR where the caller can choose to leave a message for instance instead of waiting in the queue.
Custom Announcements
You can create custom announcements for wait time, hold time, or for a greeting.
Your greeting can be customized to suit your exact business model and queue formation.
IP Based Management
All Management software is IP based, all you need is an internet connection.
You can monitor the queue from anywhere in the world and it can be monitored by multiple people.
Inbound Call Center Solution
Queue can be refined for use in an inbound call center.
You can program your queue for any business model.
CRM Integration
Native integration with SalesForce and SugarCRM.
gloCOM the Global Communicator can embed Third-Party CRMs into its interface. This enables the agent to use a single screen on the desktop rather than having to go back and forth between applications.
Hosted Storage
All reports, call records, Agent data will be stored on S-Net’s hosted servers.
Relieving the cost to host, manage, maintain, and backup this data on your own network.
The Typical Day - A Vision for you
The S-net Telecom Hosted Call Center really is total solution for any call center environment. Uncompromised scalability and ease of use is really what sets our Call Center apart from the rest of the market.
When beginning the day you will log into MRTD, DRTD, and the Queue Monitor. With these three screens you have complete control of your Call Center. You can view in real time calls coming into to queue and then watch as they are distributed to your Agents. You will also be able to see when one or more of your agents are not logged in. So you can call and remind them to log in if they forget.
The Agents can also send requests for help. If you yourself are in the queue, but set to not ready, they can message back and forth with you while they are on the call so you can assist them. You will also be able to listen in on their call in a matter of seconds without the agent or caller knowing you are there.
You can assign Skill Sets to your agents. If fully implemented into your queue you will have the ability to choose which Agents get the greatest number of calls. It is also a training aide. If you choose to you can set new employees with a lower skill set so that they have the ability to field fewer calls giving them the ability to concentrate on quality assurance rather than having to cumbersomely deal with a new system and an un-answerable amount of calls. It is also an added bonus to get calls dished to your best agents first.
The not ready state is great for Agents to perform ACW, After Call Work. You are also able to set at which time the not ready status icon will blink in your MRTD screen. You will be able to identify if your agents are taking too much time to finish ACW, or if you are not giving them enough time to effectively finish their work.
You also have the ability to add and remove agents from the queue on the fly in real time. This is especially helpful if your call center is working in multiple campaigns. For example lets' say your sales queue is getting overrun with calls due to a new promotion. You can move more agents into that queue and send those agents a message that you are performing this in less than 15 seconds. You will have successfully avoided a call emergency in a matter of seconds.
One of the greatest pieces to the Snet call center is the detailed reports. You can generate reports to focus on all aspects of work. From hourly to yearly reports, our proven call center system will increase your productivity. You are able to download performance reports that are already formatted for employee review meetings. With these reports you will be able to locate the smallest pin hole leaks in your organizations call flow and fix them so your call center runs like a finely tuned machine.
