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Outbound Call Centre Services

Give your agents the systems they need to focus on talking, while delivering a consistent, high quality customer experience during any telesales or telemarketing campaign.

There are certain factors that impact campaign success the most: agent talktime, agent confidence, agent productivity and campaign performance reporting. Hostcomm’s outbound call centre services provides you with a solution to improve all of these – and your results.

Our service is provided as a monthly subscription. And, because it’s hosted, it can be up and running in 24 hours, without the need for IT support

Well help you determine the best services for your outbound call centre. And we’ll help you set it up. For more information, contact us on 0808 168 4400.

Outbound Contact Centre Service Capabilities

Increase Talk Time by 300%
An autodialler, also known as a predictive dialler, makes downtime disappear. It filters out numbers with bad call results like busy, no answer and unobtainable, saving enormous amounts of agent time. Agents receive a steady flow of connected calls enabling them to talk for up to 50 minutes in the hour. Discover more about Hostcomm ContactPro Hosted Predictive Dialler.

 


Call Recording and Monitoring
Record calls and gain access to every interaction with customers. Listen to live calls and help agents improve their call handling skills. You'll also have access to vital information for resolving disputes. Discover more about call recording.


Monitor Performance in Real Time
Reporting is available on the real time campaign screen with ready to go reports for the most important statistics. View a web based wallboard from anywhere, giving campaign visibility outside the call centre. With fast access to information, you’ll be able to improve campaign management and hit targets.


Agent Specific Queue Call Routing
Not every call secures a sale, so when a customer calls back, close the sale quickly by routing their call to the right agent. Our inbound call routing system can give callers the option of selecting the agent they wish to speak to. If that agent’s already on a call, he or she can see there’s a queue forming and react accordingly. Discover more about call routing.


Across All Locations
With our services you’ll be able to work across multiple locations – home working agents, remote office, global offices and even outsourced workers. Whether you use outsourced agents or home working for business continuity option during severe weather or incidents, a hosted contact centre service can meet your strategic needs.


PCI Compliant Payments
When taking payments make sure your agents are not exposed to customer credit card information. We offer a solution that ensures you achieve the Payment Card Industry Data Security Standard. Learn more about PCI compliant payment systems


Boost agents’ confidence with intelligent scripting
With intelligent agent scripting you can keep your agents on topic, knowledgeable and confident; making it easier to sell or deliver great customer service on every call. Effective scripting helps agents stay focused and deliver consistent results. Discover more about intelligent agent scripting.

Why Choose Hostcomm

Scalable, at a fraction of the cost

Hostcomm's cloud telephony service gives you the most comprehensive set of customer contact features for the lowest cost. You will only require a PC, SIP phone and broadband connection to get started; there is no requirement for large, up front capital expenses. You can scale the service up and down to suit your requirements. This means you’ll never have to carry excess capital costs ever again.

Dedicated hardware

Our hosted call centre solutions have dedicated hardware in the UK. This is critical to ensure that you have all the hardware resource available so you are not adversely affected by other tenants on the system that could hog resource.

Security

Moving to the cloud must not compromise your security. Our solutions have a dedicated server, custom firewall rules and security features like VPN access can be provided. An added benefit to this type of advanced infrastructure is that logins and activity on the system can be tracked better.

Database access

Our cloud telephony solutions provide you with database access. You’ll be able to connect to the database and generate custom reporting. We offer a full range of standard reports, but we know there is always something else you’d really like to drill down to.

Automated customer contact management

All inbound and outbound call centre services are handled by the same powerful routing engine which means you can ensure customers are serviced consistently, regardless of their chosen contact method. Calls can be handled professionally with features such as interactive voice response (IVR), queuing, hunt groups, time of day routing, agent log in log out, and auto attendant.

Multi-channel service provision

A unified queuing system delivers phone calls, emails, web form submissions, chat session alerts, SMS text messages and social media contact to the agents via the same routing engine. This allows agents to handle multi-channel contact without pausing and skipping back and forth between applications.

Business process automation

Create efficiencies and prepare for business growth by automating business processes like order processing, mail merges, click to dial, screen pop client records, automatically send SMS texts, emails and scheduling follow up times. Less admin for your agents means greater productivity.

Mobility

SIP VoIP apps can be installed onto your iPhone or Android, allowing you to connect to the main system via Wi-Fi or 4G. This allows you to experience call centre features such as the CRM interface, VoIP calls, video, follow me, voicemail, presence, line status, buddy lists, chat, centralised billing, faxes, hold, and transfer on your smart phone.