Call Recording and Control
When your customers contact you, the way in which you handle their incoming calls speaks volumes about your business, brand and commitment to customer services. Key benefits of utilising call routing and control include balancing traffic to ensure your resources are used efficiently and forwarding calls to specific agents to optimise marketing spend on campaigns.
Call Recording
For many organisations call recording is not a ‘nice to have’ it’s a necessity. You may need to record telephone interactions for a number of reasons including:
- Compliance and Verification of binding business or advice given over the phone
- Dispute and Complaint resolutions
- Quality monitoring and development of key staff
GCI Com can provide call recording to ensure you meet your businesses call recording requirement safe in the knowledge all telephony services provided adhere to Ofcom and PhonepayPlus regulations.
Call Divert
Divert your incoming calls to specific call centre or agents to ensure calls are answered in a timely manner. This service can be set up against numerous parameters including:
- Time/date: route calls based on the time and day. This is beneficial where offices have different opening hours or where an automated service is operated out of hours
- Response Times: If a line is engaged, a call has unanswered or if a call has failed the call can be rerouted to another agent or call centre to ensure the call is not lost
- Diverts: you can configure your calls to other offices, a automated system or voicemail when the call centre or agent is known to be unavailable
Call Queueing
If you frequently receive more calls than can be handled by your agents during peak times, call queuing is essential to ensure you do not lose your customers calls. GCI Com’s call queuing solution enables businesses to set up monitor and manage your call queues in real time.
The GCI Com secure portal allows you to adjust the call flows as necessary. Add and remove agents, configure open and closed hours for agents and set queue limits. You can also customise your prompts and hold music.
To learn more about GCI Com’s Call Recording and Control services contact us using our quick contact enquiry form.
