Call centre
Call Centre Systems
A queue, not a phone that keeps ringing. Agents log in, supervisors see who is waiting, and calls can be played back.
Queues
Sales, support, or one line for everyone.
The wallboard
Who is free, and how many are waiting.
Recording
Kept for a period you choose.
Queues, a wallboard, and a recording you can play.
A normal PABX rings a group. A call centre adds a queue, an agent who logs in when they are ready, a view of who is waiting, and a recording kept for a period you choose.
Small offices that only need a hunt group should stay on the PABX or cloud PBX page. This page is for a team that answers as a queue.
What the job includes
- Queues for sales, support, or a single line
- Agent logins, so a phone takes calls only when the person is ready
- A wallboard or supervisor view of who is waiting
- Call recording, with a retention period and a list of who may listen
- Headsets and phones specified per seat, if you want them supplied
From the first visit to handover
- 01
Draw the flow
Which number, which queue, what happens if everyone is busy.
- 02
Seat the agents
In the room, or at home if the path for voice is part of the design.
- 03
Turn on recording
Only after retention and access are agreed.
- 04
Train the shift
Login, the wallboard, and how to pull a call back.
Questions we hear first
Is this the same as a normal PABX?
A PABX or cloud PBX gives extensions and ring groups. A call centre system adds queues, agent states, recording, and reporting.
Can agents work from home?
Yes, when the design includes a reliable path for the voice. We decide that in the survey so home agents are part of the queue.
Where are recordings stored?
On the platform selected for the project, for a retention period written into the handover. We agree who can listen before recording is switched on.
Talk it through before you buy.
258/10B, Kotte Road, Nugegoda. Call 0114 502 905 or send a WhatsApp.
258/10B, Kotte Road, Nugegoda · 0114 502 905