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Hostcomm Inbound Contact Centre
Increase your business productivity

Inbound Contact Centre

Give your customers a positive experience with our advanced contact centre capabilities

Why use a hosted contact centre solution?

Handling customer communications efficiently is the cornerstone of providing great customer service for an inbound call centre. And with today’s multi-channel world, customers expect companies to communicate with them across a wide range of platforms.

With our inbound contact centre services, your customers can expect a quick and efficient response. From a phone call or letter, to an email, text or a tweet - whatever their preferred channel.

Increased productivity for agents

Hostcomm's Multi-channel Contact Centre offers a range of services designed to increase the productivity of your agents. Used on a hosted service basis, you don't have any on-site installations and after a quick setup, you have complete flexibility to scale up or down, reducing the total cost of ownership - you simply pay a small monthly service fee.

Learn More about our contact centre pricing and additional features available: Contact Centre Pricing and Plans


Benefits of an Inbound Contact Centre

Why use Hostcomm ContactPro hosted predictive dialler for your call centre?


Better customer engagement

Hostcomm's Contact Pro Contact Centre can handle a wide range of communications options: email, text, VoIP call, tweet or web form to satisfy customer demands.

Also, you can increase your first contact resolution with a unified multi-channel contact queue where agents can log on to a single queue to ensure each enquiry is handled with the same quality of service.

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The right agent, every time

Hostcomm’s intelligent call routing ensures every call is answered by the right agent, first-time. Calls can be routed based on agent skills, campaigns, priorities, telephone numbers or geography.

As a result, agents become more effective at responding to the requirements of specific caller groups, and problem callers are better managed.

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Better call management

VoIP makes it easy and cost effective to set up virtual agent groups which can be spread around the country or even the world. During peak times, inbound calls can be easily redistributed to less-busy call centres or campaign teams.

Calls are recorded and stored

Our contact centre service supports call recording of all inbound and outbound calls. All calls are stored on a web portal with a searchable directory so agents can benefit from improved training.

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Blended Calling

As inbound call volumes decline, you may want to start some outbound activity. The Hostcomm dialler offers a range of preview, progressive and predictive calling options.

Make every call productive by using one of the technologies that our Contact Centre solutions are based on. 

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Consistent results every time

With intelligent agent scripting, you can keep your agents on topic, knowledgeable and feeling confident on every call. With effective scripting, it's easier to sell or deliver great customer service on every call and it helps agents stay focused to deliver consistent results.

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Respond to customer messages

Return messages quickly with timely voicemail prompts by text or email. Every VoIP extension in our hosted services is able to receive voicemail and includes many options for managing your voicemail messages. 

Reduce costly errors

Improve the efficiency and results in your call centre by integrating your CRM database with a hosted Hostcomm ContactPro predictive dialler. 

Full integration between the two systems automates workflow and eliminates manual tasks that are time-consuming, costly and prone to error.

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24/7 Monitoring

Contact centre performance monitoring is vital to its commercial success. Hostcomm’s hosted contact centre service offers real-time statistics from any web browser. Campaign, data and agent performance reports are all generated in real-time and available to view and download immediately.

Wallboards are also available to provide an instance overview of progress.

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Multi-channel Options

Multi-channel communications operate seamlessly across your system. Your agents will be able to log on to a single IVR for each one, making the customer experience integrated and consistent.

This synchronised approach presents a single face to your customer, ensuring they receive the same high quality of service, whichever channel they use. 

ContactPro Contact Centre Solution

By using Hostcomm’s ContactPro dashboard, your agents will have access to a wide range of communication options. And as they're all available in one place, they can engage with the customer easily, whichever method they choose.  

Today, customers expect to communicate with your business in many different ways. This is especially true for customers under 30 as they move away from using the telephone, preferring instead to use other contact methods such as web chat, social media or SMS messaging.

Because ContactPro can integrate seamlessly with your existing CRM system, it can provide a truly multi-channel experience. Customers can arrive through one channel into a central queue and be responded to using the same channel or via an alternative.

For example, a customer may contact you using web chat and provide additional information on their issue by uploading an image or file. This can then trigger a call back to discuss the problem in more detail, followed up with further information via email. The choice of media will vary depending on each enquiry and the customer's preferences. 

Multi-channel features 

  • Voice call
  • Conference call
  • Web chat 
  • SMS text 
  • Email 
  • Voicemail 
  • Video 
  • Tweets

Your team will be able to: 

  • Log-in to a single queue allowing the same level of service for each enquiry
  • Easily move from one communication channel to another
  • Engage in more than one customer conversation at a time
  • Supply information easily to customers such as documents, video or web links 
  • Connect with, or pass enquiries to, specialists in your organisation

Intelligent Agent Scripting

The confidence of your agent plays a vital role in successful calls. With intelligent-agent scripting, you can keep your agents on-topic, feeling knowledgeable and confident. That makes it easier to sell or to deliver great customer service on every call.

Key benefits to intelligent scripting include:

  • Reduced agent training time
  • Rich scripts to make conversations flow
  • Highly customisable
  • Execute workflow from the script
  • Automatic lead assignment
  • Quick and affordable to update

Survey & Interview CATI Solution

Hostcomm Surveyor is a hosted Computer Assisted Telephone Interview (CATI ) application that allows you to create powerful telephone and online surveys, quickly and easily.

It comes completely integrated with the ContactPro Hosted Contact Centre, so you can increase your contact rates and successfully complete surveys faster. It can also be integrated with your existing CRM system, giving you the data you need promptly to process a sale or action a customer service activity. 

Our Survey options are all ready to go, so there's no IT involvement required. It's quick and easy to set up and administer - just point and click - and you can create screen pop survey questions for agents effortlessly. Data capture is prepared in MySQL format and can easily be exported to other systems.

The surveys are developed using a responsive design, so they're easy to view on mobile, desktop or tablet. And with a comprehensive online manual, you'll have all the information you need to create effective customer surveys.

Wallboard & Reporting

The Hostcomm Wallboard is an advanced resource which gives you real-time information on the progress of your hosted dialler.

Key Benefits of Reporting

  • View on any browser
  • Real-time reporting
  • Standard or customisable metrics
  • Team or agent views
  • Available for hosted dialler service

We are able to offer many advanced wallboards and custom reporting features: Dialler Pricing and Plans

Dashboard

The Hostcomm Wallboard is a web page, so you can log-in and take control of sales and campaign performance whether you're in the contact centre or working remotely. We’ll install this free of charge as part of our Inbound Contact Ccentre and Predictive Dialler services.

Performance

View an individual agent or sales team's performance in real-time. These performance figures can be shown on a campaign or team level, and team members can be selected and deselected from the wallboard. New staff can appear in the list automatically. 

Reporting

View data for your contact centre, chosen campaign or an individual team member. There are several metrics we set up as standard, but we can also customise the data view as required. We can also provide reports on a real-time basis to suit your contact centre.

Interactive Voice Response (IVR)

PCI Compliant

If your contact centre handles any credit and debit card details, you have a duty to protect your customers from fraud. Having a hosted Payment Card Industry (PCI) compliant Interactive Voice Response (IVR) payment service ensures that your organisation complies with the PCI Data Security Standard (DSS).

PayMatic-PCI is a hosted payment IVR application that integrates with Hostcomm's Predictive Dialler and Contact Centre services. It's also a cost-effective and simple way to ensure your agents are not exposed to customer's confidential card information.

IVR Benefits

  • Cost-effective - use on a Pay As You Go basis
  • No additional hardware or software costs
  • High performance - manage multiple card payments at the same time
  • Easy to use and agents can be trained quickly
  • Works with most payment gateways using secure API
  • Meets PCI DSS security criteria
  • Call recording security
  • Dedicated firewalled server eradicating server breaches
  • Unlimited support and training included in the monthly service fee

Call Recording

Hosted call recordings are used by all types of businesses. They're a key tool for staff training and can improve agent performance to ensure better call outcomes for your contact centre in the long-term. 

The option to record calls is available as standard with the ContactPro Hosted Contact Centre service. For smaller businesses, it’s an efficient way to avoid additional in-house IT and staffing costs, while larger businesses operating in different locations can benefit from a central hub, wherever their agents are operating from.


How call recording can benefit your business


All call recordings are compliant

If your agents take payment card information, PCI DSS compliance demands that none of this data is recorded. Our call recording system can automatically remove card data from your call recordings, or pass customers to an automated PCI Compliant Payments.

Call recordings wherever your agents work

Our call recording system lets you record calls from multiple locations and review them from one centralised log-in area. This ensures that your agents can work from a variety of locations, helping you deal with the complexity of capturing, managing, and auditing calls.

Never miss call information

With a crystal-clear recording of every call made, you’ll gain valuable customer insight. You can hear their attitude, their agent experience, and be able to resolve issues by returning to the calls themselves.

Use call recordings to train your agents

Call recording is a perfect way to train your agents and develop their skills. It’s also a practical way to nip bad habits in the bud and give regular feedback to your teams. You’ll have the information you need to reward your best agents and save their calls for training others.

Call recordings at your finger-tips

Accountability is an essential part of handling calls. Our call recording system gives you total evidence of every call made, so you can check calls quickly if disputes or disagreements arise. You can also make sure your agents are following in-house procedures. 

Searchable recordings

Your call recordings can be hard to manage if it's not easy to search them and retrieve the ones you need. We provide a full call reporting service as part of our hosted telephony plans. And our call recording interface allows you to search for call recordings by a specific agent, or from any specific day - all from your web browser.

All recordings stored securely

If your agents take payment card information, PCI DSS compliance demands that none of this data is recorded. Our call recording system can automatically remove card data from your call recordings, or pass customers to an automated PCI Compliant Payments.

Dedicated servers for ample storage

The demands of regulatory compliance mean secure data, as well as secure storage for long periods of time. Our call recording system provides you with a dedicated server, so your calls are isolated from other customers and have enough storage for the future.

Call Routing

Intelligent call routing can transform a potentially bad customer experience into successful and positive one. It means your agents are prepared for the conversation they’re about to have and will likely end with a satisfactory outcome for your customer.

Using Hostcomm's Intelligent Call Routing system, calls can easily be routed according to different variables including agent skills, campaigns, call priorities, telephone numbers or geographic origin. We’ll help you determine the best call routing strategies for your call centre and we’ll help you set it up. 


Call Routing Methods


Flexible routing options

Direct routing, otherwise known as hunt groups, is the standard model for routing direct calls and is a great option for companies just getting started.

When your customers call a single number, the call gets distributed over several phone lines, meaning less customer waiting time. These groups can be spread around the country or the world or even to agents working from home.

Route calls to the right agents

Some agents can be reluctant to take calls for whatever reason. Using Least Idle routing, the system can place calls to any agent who has been waiting the longest to take one.

And with Least Occupied routing, the next call is sent to whoever’s been least used throughout the day. This is a great way of preventing agents from putting themselves at the back of the queue.

Route calls to your best agents

Skills-based Routing is a way of routing calls to your most qualified agents. Intelligent call routing can allocate a specific number to agents - usually from one to ten - to denote their skills in a particular area.

This ensures your customers get through to an agent who is best placed to resolve their query. This method also protects new or less experienced staff from high call volumes as they gain knowledge and experience.

Set up call priorities for VIP customers

At busy times, it’s easy to route calls to additional call centre agents who are working in different areas or campaigns, or even different call centres. 

Some customers may be more important to your company and require a faster response. Hostcomm can set up call priorities so the caller ID of a particular VIP customer is recognised and given higher priority.

Route calls by caller location

Call routing can tag each call with an indication of its origin. For example, the call may come from France and the system will alert the agent so they can answer in the appropriate language.

If required, the system can also play a short message to tell the agent where the call has come from before they're connected.

Tag calls by your business needs

Another way of helping and alerting the agent to the type of call they're about to receive is through a colour coding process. The call routing system can colour-code the inbound call based on information that you set up.

This could include location, product type or VIP customer and the agent knows instantly how to respond. Colour coding works well because agents can process this information faster than by reading a message.

Let customers choose an agent

Our inbound call routing system can give callers the option of selecting the agent they wish to speak to. If the agent’s already on a call, they'll be able to see that a queue is forming and react accordingly.

Hostcomm can provide callers with a unique PIN, allowing them to be routed through to a specific team.

Redirect nuisance calls

On occasion, call centres can receive nuisance calls. Not only can they be distressing for your agents, but can also have a negative impact on the overall customer experience by taking up valuable call time.

It's possible to create the routing of such calls by sending nuisance callers into a separate queue or to a voicemail service where they can leave a message.

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