Call Center Pro
Call Center Pro is an additional service with a wealth of smart features. Here you can read more about the advantages of co-listening, callback, pause-profiles and more!
Call Center Pro is an additional service with a wealth of smart features. Here you can read more about the advantages of co-listening, callback, pause-profiles and more!
The Call Center Pro solution by Telavox is a set of add-on services that give you additional PBX functionalities and rich insights to improve your call center's workflow and increase customer satisfaction.
CC Pro is used for extended statistics and queue functionalities. It's perfect for call- and contact centers that want a more robust solution for managing calls and stats – resulting in a more efficient workday and smarter staffing.
One of the biggest problems that call center managers face is agent planning. They need advanced insights to ensure efficient staffing. A lack of insights makes it difficult to optimise the number of agents and their working hours for the customer call traffic.
Customers expect their issues to be resolved as quickly as possible. Without additional PBX functionalities, the agents' workflow is inefficient, negatively impacting customer satisfaction.
The solution? Call Center Pro.
Add more agents in waves. If the primary group doesn’t answer the call, engage the second group after a certain time.
Instead of forcing customers to wait on hold, the service will call* the customer when it's their turn. For example: "you are in place 5. Press 1 if you want us to call you when it is your turn".
* Call back minutes are sold per minute (not included in the user flat rate).
One-click search of caller information in existing web-based CRM or ERP systems provides detailed customer profiles and notes. All while on the call.
Allow agents time for post-call processing before they receive their next call.
Automatically record queue calls for legal compliance and quality assurance.
Discover call recordingAutomatically create support tickets from incoming calls. Use internal notes to loop in colleagues. Keep track of ongoing issues directly in Telavox. Streamline customer service operations and enhance the overall customer experience.
Read morePlus complete oversight.
Agents can create a custom profile with a pause function. This will temporarily pause their membership in a queue so they won't receive calls, giving them time for back-office work without losing their place.
When an agent is not answering or is in idle mode for a long time, the system will automatically log him or her out of the hunt group.
Dashboard with live data. Monitor service levels, average hold time and calls abandoned from a live dashboard – both from a hunt group perspective and an agent perspective.
Telavox offers a complete statistics overview with in-app stats, reports in Admin and Power BI stream.
Read about our Power BI integrationListen in on colleagues' conversations in real-time – a highly sought-after function for educational purposes. Now you can do it without being next to each other, directly through Telavox.
We’d love to show you what Telavox can do for your business – contact us now to arrange a demonstration.
