CALL CENTRE SOLUTIONS

CALL CENTRE PHONE SYSTEMS WITH CONTACTWORLD TECHNOLOGY

KEY BENEFITS
OUR PRICING

THE CALL CENTRE YOU NEED

WHAT ARE YOU WAITING FOR?

SoConnect has partnered with ContactWorld to provide a virtual call centre solution that allows businesses to easily build and manage a call plan to handle a high-volume of calls. As a cloud based solution, the system is completely Internet-based, and you can monitor and change features of your call centre from anywhere in the world.

THE RIGHT SERVICE FOR YOU

SoConnect provides a wide range of telephony services and finding the services that can do the most for your business can be tricky, to find out which telephony services are right for your business please fill out the form opposite or contact our sales team at sales@soconnect.co.uk or call us on 0333 240 1824.

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WHY CHOOSE SOCONNECT'S CALL CENTRE SOLUTIONS?

SOCONNECT'S CALL CENTRE SOLUTIONS COME WITH A WIDE RANGE OF BENEFITS TO HELP YOU GET THE MOST OUT OF THE SERVICE:

FEATURE RICH

SoConnect’s Call Centre Solutions come with a wide range of options enabling automated interaction with callers to reduce the amount of resources required to handle large call volumes. As well as CTI integration which allows you to connect your telephone to other business processes such as your customer data base or CRM

BUSINESS READY

Our call centre solutions also come with a wide range of feature specifically designed to make managing your calls quick and efficient from call recording software which makes it easy to record, store and access recordings from anywhere at any time to management reporting which allows for real-time insight into your call centre through customised reports and so much more.

LOW COST

With call centre packages starting from just £29 per user/month for the Express package, £59 for the Professional package and £89 for the Enterprise package, you can have as little or as much as you need. Also as our call centre solutions are cloud-based and eliminates the need for an expensive in-house call centre solution requiring hardware and software that needs integration with existing systems

PAY AS YOU GO

From just £29 per user/month for the Express package, £59 for the Professional package and £89 for the Enterprise package, you can have as little or as much as you need. Call us at 0333 2401824 to find out which package best suits you.

NO CAPITAL OUTLAY

ContactWorld is cloud-based and eliminates the need for an expensive in-house call centre solution requiring hardware and software that needs integration with existing systems

INTERACTIVE VOICE RESPONSE

A wide range of options enabling automated interaction with callers to reduce the amount of resources required to handle large call volumes.

INTEGRATION

Computer Telephony Integration connects your telephone to other business processes, including your customer database or CRM.

CALL RECORDING

Makes it easy to record, store and access recordings from anywhere at anytime..

MANAGEMENT REPORTING

A real-time insight into your call centre through customised reports.

SOCONNECT'S CALL CENTRE SOLUTIONS

SOCONNECT OFFERS A RANGE OF FEATURE RICH CALL CENTRE SOLUTIONS SPECIFICALLY DESIGNED FOR BUSINESS USE

ACD (Automatic Call Distribution)

ContactWorld’s ACD is a clever way of distributing calls that enhances the caller experience and improves customer satisfaction.

  • Queuing and routing – Contact World’s ACD feature allows for queuing and routing of inbound calls based on instructions that you can customise to fit your organisation. Skill-based routing ensures that calls are forwarded to the appropriate team member with the skill set to respond to the customer concern.
  • Customisation on a web browser – ContactWorld is web-based, which means you can easily monitor and alter your call centre on a web browser without having to rely on an external support team.
  • Music-on-hold or queue announcement messages – Whilst the caller in on hold, music or informative messages can be played. A queue announcement feature can also be enabled to let the callers know where they are in the queue and offer a call-back option.

IVR (Interactive Voice Response)

ContactWorld’s IVR offers a wide range of options to enable automated interaction with callers to reduce the number of resources required to handle large call volumes.

What types of messages can I automate?

  • Informative messages – Announce your office hours, website address, and provide answers for frequently asked questions
  • Feedback – Conduct surveys without the need for a live survey-taker
  • Ticket lines – Allow users to quickly purchase tickets, enhancing revenue while keeping overhead costs low
  • Credit card information – Handle automated PCI card transactions, pin retrieval requests and provide credit card balance information
Business Phone
Business Phone

CTI (Computer Telephony Integration)

ContactWorld’s CTI feature connects your telephone to other business processes, including your customer database or CRM. It enhances the caller experience by enabling agents to treat clients as unique individuals and respond effectively to their requests. Agents have access to the caller’s profile to provide exceptional customer service.

  • Last person call back – Connect callers with the last agent they spoke to on each call to allow the agent to resolve a case from beginning to end and provide consistent support
  • Agent-client pairing – Assign a “usual” agent to a particular caller for a more personal service approach
  • Caller prioritisation –Prioritise a caller based on their previous calls so high priority callers with unresolved issues can be dealt with speedily
  • SLA prioritisation – Fast track callers to service desks that have an SLA-defined time period for support

CALL RECORDING

ContactWorld’s call recording feature makes it easy to record, store and access recordings from anywhere at any time. This feature is very useful in monitoring and training staff, and to ensure proper compliance to standards and policies.

  • Record an unlimited number of calls across multiple branches or offices
  • Record inbound and/or outbound calls
  • Select specific agents or callers to monitor
  • No additional equipment required to record calls

MANAGEMENT REPORTING

ContactWorld’s reporting feature give you real-time insight into your call centre through customised reports.

 

  • Customisable – Customise the factors that are included in each report, and view updates in real-time or schedule routine reports to be sent by email. . You can also save and print reports in various formats whether numerically or graphically.
  • Set realistic benchmarks – Because the statistics are in real time, you can utilise measurable strategies to improve customer experience.
  • Access – Restrict report access to appropriate staff members or teams for enhanced security

WHO IS CONTACTWORLD IDEAL FOR?

SoConnect’s ContactWorld is ideal for sales or service desks, contact centres or growing businesses that receive a significant volume of calls and want to use a cost effective pay-as-you-go pricing model.

LOOKING FOR MORE HOSTED BUSINESS COMMUNICATION SOLUTIONS?

Explore our Hosted VoIP Solution for further business communications products and services, including features for video conferencing and call forwarding.

GIVE US A CALL TO DISCUSS YOUR NEEDS

0333 240 1824

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