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VCC IN – Answering inbound calls
Inbound functions of Virtual Call Center enables high level automated customer service, with which beside increasing call center efficiency , customer satisfaction can also be further increased.
No company can be successful without taking car of to retain the customers as much as to acquire new ones. It is easy to understand that a satisfied customer, client, buyer – whatever we may call them – is more valuable as an optional new client in the future. To receive exact answers to a question, possibly at once, is especially important to the customers. To achieve this to factors are required: a call center solution and trained agents. The inbound functions of Virtual Call Center solution enables calls initiated by the customers to be directed to properly trained agents, with the minimum waiting time, while the number of agents can be optimized at the same time.
Calling customers can be identified on the basis of telephone numbers, or data stored in IVR (e.g. PIN Code or customer ID number), this way the customer history and data is displayed for the agent. Your customers CRM or EPR solutions can easily be integrated into our Virtual Call Center solution. Integration of special applications (e.g. pizza delivery, cab companies etc.) can also be solved.
VirtualCall Centercan provide all possibilities to continuous monitoring of inbound calls. The heads of the call centers can get real time information on the most important issues to manage the customer support, this way the rate of SLA, the number of successfully received calls or the average call time can easily be monitored. Furthermore many important information can be queried, downloaded with a few clicks.
We can provide almost unlimited telecommunication capacity together with the call center solution: geographic, blue, green, premium rate telephone numbers. When demanded we can also provide international numbers, this way inbound calls from several countries can be managed from one place.
If outbound calls shall be managed together with inbound calls simultaneously, please study our VCC PRO tariff package!
VCC IN – inbound functionalities
General services
- Project settings
- Database editor, import/export
- Disposition editor
- Visual script, questionnaire editor
- Voice recording
- Listening
- Agent status and break time management
- Chat
- Remote work support
- IP telephone extension (PBX functions)
Reports, statistics
- CDR
- Outbound, inbound, project and agent statistics
- Real time project and agent information
- Wallboard
- Quality Management (QM)
Outbound functions
- Manual dialling
- Automated call-back management
Inbound functions
- Timing
- Voice menu (IVR)
- Queue
- Automated call distribution (ACD)
- Skill based call distribution (SBR)
- Message recording
- Process controlled IVR
System integration
- E-mail, Text message sending options
- Database API
- Script API
- IVR API
Virtual Call Center - license fee
Only the following agent charges shall be calculated when using Virtual Call Center services. There will not be any extra cost! Please choose from our tariff packages supporting the following Virtual Call Center inbound functionalities:
| VCC IN standard - monthly flat rate service | Price | |
|---|---|---|
| One time fee | FREE | |
| Monthly support fee | FREE | |
| Software upgrade | FREE | |
| Training | FREE | |
| Supervisor licence | FREE | |
| Agent licence (per workstation) | € 49 | /month |
| VCC IN flex - login based service | Price | |
|---|---|---|
| One time fee | FREE | |
| Monthly support fee | FREE | |
| Software upgrade | FREE | |
| Training | FREE | |
| Supervisor licence | FREE | |
| Agent licence (per workstation) | € 0.006 | /min |
Virtual Call Center - telecommunication charges
We can provide full range telecommunication service together with our Virtual Call Center service! Please contact us and ask for our individual quotation for international, inbound blue number, green numbers!
| VCC call - telecommunication fee | Price | |
|---|---|---|
| UK landline | € 0.019 | /min |
| UK mobile | € 0.099 | /min |
| International calls | contact us |