Customer calls are the lifeblood of your business;
but your current contact center – or lack of one – could be holding you back.
We all know that customer satisfaction is the main driving force behind client retention, repeat business and referrals. But the lack of a call center infrastructure or outdated technology can quickly turn meeting customers’ growing expectations into a losing battle. Upgrade to an enterprise class contact center, and empower your call center agents to deliver consistent, quality customer service, maximize your clients’ experience, and drive real business results.
S-NET's Cloud Contact Center gives you full oversight and control of your call flow and provides real-time insight into the health and performance of your call center.
Real-Time & Historic Reports
Our advanced reporting capabilities provide you with real-time and historical reports that can reveal insights into the performance of your system and individual team members. Sales can be tracked back to the initial conversation and staff can listen to recorded calls for training purposes.view screenshots»
Automatic Call Distribution
With automatic call distribution features that can be customized to the unique needs of your business, you can ensure that each customer will be routed to the agent best equipped to address their concerns.view screenshots»
Your supervisors can monitor real-time campaign status across inbound activities, and they can oversee agent performance and queued interactions. Measure the number of calls, call duration, and even listen in on live calls using our built-in reporting technology.view screenshots»
S-NET Cloud Call Center Benefits
Improve Your Customer Service
- Measure call volume and identify peak calling times to staff efficiently and optimize your resources
- Reduce customer wait times and maximize first call resolution
- Increase customer satisfaction with skills based routing by connecting each client to the department and agent best equipped to handle their call
- Allow supervisors to coach agents in resolving difficult customer service issues in real time with features such as Silent Monitor and Whisper Mode.
Increase Agent Productivity and Effectiveness
- Increase agent productivity through comprehensive CRM integrations, and receive relevant, caller-ID based customer information in a screen popup
- Prioritize call routing on any parameter to connect clients to agents with the appropriate skill set
- Streamline your contact center operations by creating customized workflows for your agents
- Increase up sell and cross sell revenues when high-value calls are routed to the agents with the best skills
Measure and analyze results with built-in reporting
- Real-time reports – Get an in-the-moment overview of the performance and flow of your contact center to make informed decisions and streamline your operations
- Historical reports (such as abandoned calls, call volume and repeated call reports) to analyze trends and spot opportunities to improve agent and queue efficiency
- Access vital statistics on demand
- Export reports for later in-depth analysis in CVS and XLS format
- Reports available on demand or scheduled to meet your requirements
Save Time and Money
- Let us manage your system for you, freeing up IT resources
- Minimal capital cost; no expensive equipment to buy
- With remote call center access features your agents can be located anywhere