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Hosted Call Centre

Hosted Call Centre

Most customer facing parts of any business are telephone based. Naturally, giving a good first impression when a customer calls is an important part of your Customer Relationship Management Qudo Hosted Call Centre maximises customer service by ensuring all calls are answered efficiently and by the most appropriate member of staff. Providing information on the incoming caller help prepare the Agent enabling a warmer calling experience for your customers. Enhance your phone based communication with Qudo.

With Basic, Standard and Premium call centre bundles, the Hosted Call Centre solution can be tailored to your exact requirement. We cater for small informal call handling teams to large multi-country and multi-language deployments. Because the system is cloud-based there is not equipment #or complex networking to deliver service to wherever your Agents are. Even better is that all calls queue in our secure cloud so you don’t need lots of lines or bandwidth locally. Add or remove queues, campaigns Agents, numbers and anything else in real-time through our Uboss management portal.

With Agent, Supervisor and Wallboard applications we have the tools for advanced call control and reporting.

Key features:

Configurable ACD Call Routing Cascading messages, ringing patterns, escape options and configurable queue lengths and overflows help you configure the system to suit your customer calling behaviour and minimise abandoned calls.

Skills Based Routing Get callers to the best person to answer their query with Skills Based Routing. Each Agent can have a different skill for every call centre queue they are a member of.

Time in Queue/ Estimated Answer Time Tell your callers where they are in the queue or tell them the estimated time to answer based on current queue conditions.

Abandoned CLI Capture and Call-back Capture the CallerID of any abandoned calls and push them to Agents for call back during quieter times.

Call Recording All calls can be recorded with near immediate playback through Uboss. Our Unity Agent apps allows pause/resume of recording to avoid capturing credit card details to assist with PCI compliance.

Threshold Alerts You do not need to be looking at your screen with something abnormal happens. Configurable pop-ups and audio alerts alert you of problems in the queue and give you the tools to fix them.