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VCC PRO – Simultaneous outbound and inbound call management
Simultaneous managing of outbound and inbound calls is called blending. With call blending the agent can manage inbound calls in between outbound calls, this way the efficiency of the call center can further be increased!
It is preferable if not too many calls would simultaneously be managed in the customer support or fault report services! Yes but this would result 1-2 agents waiting for some very important calls all day.
Inbound calls are transferred to those unengaged agents, who neither deals with calls, nor are in after-work, nor having a break momentarily. This solution is especially efficient, when parallel to several smaller inbound projects bigger outbound campaigns are to be managed. There is no need to dedicate separate agents to the customer service, as any of the unengaged agents can handle calls.
Naturally even in this case all outbound and inbound functions are available, just lie the power and predictive diallers, voice recording, IVR, statistics etc.
This function can typically be utilized by such outsource call centers, which run the projects of several clients at the same time, but it can also be useful to those companies, which operate in-house customer support and telesales for example.
VCC PRO – Inbound and outbound 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 extensions (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
- Power dialler
- Predictive dialler
- Quota assignment
Inbound functions
- Timing
- Voice menu (IVR)
- Queue
- Automated call distribution (ACD)
- Skill based call distribution (SBR)
- Message recording
- Process controlled IVR
- Call Blending
System integration
- Email, 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) | € 69 | /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) | € 0.01 | /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 preferred rate quotation for international calls!
| VCC call - telecommunication fee | Price | |
|---|---|---|
| UK landline | € 0.019 | /min |
| UK mobile | € 0.099 | /min |
| International calls | contact us |