Most powerful inbound calls management
Omni-Channel experience allows your customers to engage on their channel of choice. Our dynamic agent desktop pulls all your data into one easy-to-use interface, so your team always has all the information they need to resolve calls first time.
By adopting a data-driven approach and eliminating hold time, you can achieve huge results:
- 75% Increase in First Call Resolution (FCR)
- 55% Increase in agent productivity
- 32% Reduction in Call Transfer Rate
- 51 Seconds reduction in Average Handle Time
- 24% Increase in Net Promoter Score (NPS)
Automatically Measure Customer Loyalty and Reduce Churn Through Post-conversation Surveys
Team Management customer satisfaction surveys and NPS (Net Promoter Score) measurements allows your company to track every call performance and improve customer experiences. Tracking surveys back to an individual agent or specific conversation helps you understand more deeply about your customer needs and their satisfaction.
Team Management allows you to ask your customers about their conversation after a call sending a text message questioning thins like: “Are you happy with your problem solving?”, “Have you received a good customer experience?” and “How would you rate your call experience in a scale from 0 to 10?”
All survey results are stored on Team Management, so you can track all the data whenever you need it.
A few things to mention:
- All incoming calls are free
- Unlimited incoming lines
- No limit on the number of incoming numbers
- Instant connection of number
- Internal extension numbers for employees
- Conversations between employees using Team Management are free
Companies that consistently deliver a great customer experience (CX) through phone support benefits far beyond improving customer loyalty and business profit.
Why choose us?
When you switch your office to virtual telecommunications you keep communications professional without compromising reliability.
First-class Customer Service
Automatically capture, route, manage, integrate, orchestrate, and report on inbound and outbound customer interactions of all types with industry-leading contact centre solutions.
Web Call Back
Whenever your customer contacts you on the website including a telephone number, the Team Management APIs automatically connects that number in a list within the Team Management callback section for an immediate call back to the visitor and a live conversation with an agent. This improves conversion rates greatly of customer callbacks.
Easy to use intuitive design
Make adjustments in a minute and incorporate intelligent routing based on customer information into your call flows. Our team of call centre professionals have built easy to use IVR logic and interface.
Monitor your KPIs and valuable metrics from Anywhere. Advanced reporting and easy-to-use administration interface lets you manage and track your campaigns.
Call ending reasons after a call
Agents select call ending reason after a call. This function gives deeper insights into data analytics. Call ending reasons also could perform functions such as automatic email or text message sending to client you spoke with.
Virtual Que’s & IVR
Create que’s and IVR’s easily on easy to use Team Management interface.
Omni-channel virtual queuing
Respond to customers faster and easier, no matter how they contact you. Easily create and test routing rules, contact distribution and your agents occupancy rates. An Intelligent routing systems for a cross-channel customer experience. ( phone, email, chat, social media, text messages)
Advanced Voice Interaction (IVR)
Improve customer service levels with Team Management leading voice interaction. You can easily set multiple IVR's, give high-value customers priority, spread agents' workload, allow your customers to receive call back if they don't want to wait in queue. Your agents will automatically receive callback alert when a customer sets it.
Increase performances of your agents and the quality of customer exprience by monitoring and evaluating agent conversations.
Easy to use Agent Desktop
Single Sign-on - Call Scripting - Elegant design - Agents & supervisors love the user interface and advanced features.
Amazing Configuration Manager
You won't need any IT help to make changes instantly online on Team Management system. Agents, Supervisors & Administrators are able to make all the complex telecommunications and IT configurations on Team Management within a matter of minutes.
Callbacks & Meetings set
Set callbacks & meetings private or public. Admin can set a function that freezes agents work if they receive have a pending callback for that time. Callbacks can be made directly from callback list.
Customer Satisfaction Surveys
Gain understanding about your customers and their satisfaction rates. This is one of the most important parts in contact centre work.
CTI Screen Pops
When your agents have conversation with your customer all the information about your customer and his past interactions pops up. Increases agents efficiency and customer satisfaction by saving processing time and providing agents with complete customer interaction history.
Seamless CRM Integrations
Integrations with biggest CRM systems like Salesforce, Microsoft Dynamics, other third-party CRM systems are supported through a simple and powerful API. Custom API's can also be connected.
Amazing Dashboards and Over 200 Reports
Complete customer insights. Powerful dashboards with many data sources that you can track. Over 200 historical reports. More data and analysis tools means better business decisions.
See what your agents have planned in their calendar. Callbacks, meetings, tasks.
The Benefits of Team Management Contact Centre
Agents activity time tracking
Activity time tracking lets you track time spent by each Agent supporting customers and thereby gain a deeper visibility on the overall agents activity performance. Create your own agents time tracking functions like lunch brake, smoke brake, after call work etc…
A Timeline of Customer Interaction
A Timeline of Customer Interaction History on Agent UI shows the important historical data of agents interaction including a call record, emails sent and other communication history from different channels. See a customer’s sales history within the company or a customer’s past interaction with support. This allows your agents to know everything about the customer and enhance your customer experience.
You can add custom fields to contact details and increase communication efficiency by increasing information about the contact.
The value for your Business:
A 360-degree view of the customer
All employees know previous communication made with the customer
Improves agent productivity and guide them through complex cases
Eliminates time-consuming application switching
Helps increase first caler resolution and improves customer satisfaction
Ensures quality and compliance measures are achieved
Reduces average handling times
Achieve faster response, delivery and resolution times
Reduces training agent times
Reduces costs of software investment
Boost employee productivity & workforce management
Customer satisfaction management
improve sales performance
“The biggest risk is not taking any risk ... In a world that is changing really quickly, the only strategy that is guaranteed to fail is not taking risks.”Mark ZuckerbergFacebook, Inc
“Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.”Ian SchaferDeep Focus
“Your most unhappy customers are your greatest source of learning."Bill GatesMicrosoft, Inc
“If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”Jeff BezosAmazon, Inc
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”Jeff BezosAmazon, Inc