Increase agent productivity and improve team communication visibilty
Whatever the size of your company, efficient and courteous handling of telephone calls is a major factor in a successful business. SBC Panasonic systems provide multiple solutions for small to medium Call Centres, to help control and make use of the limited resources that may be available. The following call centre features are integrated together with built-in Communication Assistant desktop productivity applications - can solve most informal call centre business needs:
- Built-in Call Centre Feature
- Intelligent and Automatic Call Routing
- Flexible Routing to distribution groups
- Agent Call Wrap-up
- VIP call routing
- Automated Attendant
- Call Queue with waiting message
- Walking Extensions (Hot Desking)
- Supervisor call queue monitoring
- Supervisor level monitoring and reporting
Intelligent call distribution
An Intelligent call distribution group is the basic building block to implement Call Centre functionality. Incoming calls received by an ICD group can be distributed to Call Centre agents using supported Call distribution methods and when a pre-programmed number of agents in the group are busy, additional incoming calls can be put in a queue. Agents can also be assigned to multiple ICD groups - allowing for a smaller number of agents to handle calls in multiple ICD groups in order to operate a flexible call centre.
Agent features
Agents can work more efficiently using built-in features together with communication assistant desktop productivity applications. The following advanced features help increase agent productivity as well as overall business productivity:
- Agent Log-in/Log-out/Wrap-up features
- Call Park/Retrieve with team members
- Launch customer records (CRM integration)
Supervisor features
Built in Call Centre Supervisor features - allowing management and performance overview in real-time of calls in queue and agent call handling. The supervisor can monitor each agent member's phone status and also remotely log-in a currently logged out agent member's extension, or log-out an agent phone with a few mouse clicks using Communication Assistant for Supervisor. In addition, the supervisor extension can, using a 6-line system display telephone, also monitor various important Call Centre Statistics showing items such as: Total calls handled, Average wait time and Lost calls.
Supervisor features - include:
- Group Call Monitor
- Group Call Reporting
- Remote Agent Log-in
- Silent Listen-in
- Remote Take-over Call
- Longest waiting time
A step-by-step approach to call centre solutions
Companies requiring advanced Call Centre functionalities can use the optional ACD Report Server. This allows companies with all types of customer-facing departments as well as call centres to benefit from sophisticated real-time agent and queue monitoring, detailed performance monitoring and analysis, comprehensive reporting and overall call centre performance visualisation.
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