Contact Centre Solutions

What are the Contact Services solutions?

TT-Contact Centre Solutions support call queuing and wide area call distribution making them ideal to support virtual contact centre where agents are geographically dispersed.

Solutions for contact centre overflow and out-of-hours cover, using home-based staff for example, can be readily implemented. The option of recording calls centrally without requiring specialist equipment at each agent's location makes this solution particularly attractive where the recording of calls is mandatory.

Affordable ACD-Like Functionality

Creating teams of agents with differing skill sets provides automatic call distributor (ACD)-like functionality at an affordable cost. To help meet periods of high demand, calls may be queued¹ whilst an agent becomes available to take the call. Regular comfort announcements (including position in queue) may be given to callers, assuring them that their call is being handled as quickly as possibly. If appropriate, callers may be offered the choice of breaking out to voicemail. Days and hours of operation may be defined for each individual queue. Calls may be sent to agents in rotation or to whoever has been waiting longest. If required, agents may be granted a “wrap up” period to finish off any associated clerical tasks before receiving any further calls. ¹ Support for Call Queuing is available as an optional upgrade.

3 Packages are Available

For team supervisors, the TT-Contact Centre Web interface provides a powerful means of dealing with queuing teams. All teams for which the supervisor has responsibility can be displayed in a single or multiple windows. The agents in each team with their status and activity are displayed and frequently updated. Views may be sorted and filtered as required. Details include: availability (agent logged in or out); call status (on a call or free to take one) and whether the call is related to the team or not; location (in the office / at home / on a mobile). Wallboards provide information about team performance using a choice of up to 12 statistics such as calls answered, calls abandoned and service level. Advanced call intrusion features allow the supervisor to listen without the caller or agent being aware, “whisper” (talk to the agent without the caller hearing) or join the call so that all three parties may talk.

What Else is Needed?

All TT-Office solutions consist of three elements: applications software, hardware and a network. The most appropriate application software will be defined by the business issues that need resolving and the desired features the users require to maximise the benefits available. When combined with the most fit for purpose hardware and network options, TT-Office applications provide a truly bespoke solution on a business-by-business basis.