Call Director

• All the benefits of Call Manager
  
  
• Queue up to 100 callers at any one time
  
  
• On-hold music and apology announcements available
  
  
• Save on installing complex and expensive in-house systems
  
  
• Manage and direct more calls whilst maintaining a quality customer experience
  
  
• Reassure customers whilst on hold
  
  
• Reinforce key marketing messages to queuing callers
  
  
• Instantly view the amount of people queuing and their desired destination
  
  
• Select 'out of hours' options – voicemail, marketing messages or redirect to alternative number

How Does Call Director Work?

Call Director is a more advanced system than our Call Planner or Call Manager products. This sophisticated call handling package queues callers in our network (off-site) to ensure clients always get through and never receive an engaged tone.

In an ideal world, customers and callers wishing to speak to a member of your team would be put through immediately. However in contemporary business with peaks in call traffic and variable staff levels that is seldom achievable. Queuing callers has now become common practice and the most effective way of maximising customer service and retaining callers.

Call Director actively manages the callers that cannot be answered immediately. All information and destination options presented to your callers may be precisely set in order to fully meet your call handling requirements and minimise caller disruption. Full web management information gives you instant feedback and statistics on the queuing status, in real time and via management reports. That way staffing levels may be adjusted to maintain customer service levels.

Call Director Features

• Full Web Management

  This service enables you to make unlimited ‘real-time’ changes to your Call Manager settings online. Allocate which landline or mobile phone numbers your calls are to be directed to and receive all your calls both in and out of hours.
  
  

• Time and Date Plan

  Set your opening and closing business hours instantly. This enables you to control where your calls go to during these times. All your inbound phone calls will be answered promptly and efficiently at your set destination (e.g. landline or mobile phone).
  
  

• Divert Plan

  Instantly control the destination of your inbound calls if you are unable to confidently answer your phone or when your phone lines are busy. You are able to redirect your calls to two alternative numbers or send them directly to voicemail. You are also able to set the amount of time (in seconds) the call rings for before it automatically redirects to your alternative number/s. All changes are instantly recognised and hidden from your callers. With Windsor Telecom it is possible to redirect to a UK mobile phone but you will pay the call costs.
  
  

• Voicemail to Email

  Voicemail has always been an ideal way to manage the overflow of your daily calls or out of hours enquiries. Your calls are routed to your voicemail based on the settings you provide in your Time/Date Plan and Divert Plan. Messages are then instantly emailed to you as an audio file (e.g Wav file) that can be listened to in Media Player or Real Player etc. The advantage of this is the ability to easy and quickly find and re-listen to your messages. Additionally you have the ability to store them neatly in you email files.
  
  

• Virtual Receptionist

  Shortly after dialling, callers will hear a pre-recorded welcome message or a promotional style message (e.g. ‘visit our new website’) recorded by yourself or a professional broadcaster. Callers are then given a clear menu of up to 10 options (for example press 1 for customer services, 2 for sales etc.). By using the 0-9 numbers on their telephone keypad they then select their desired option or the appropriate destination/department. This system gives you full access and control over this via the internet.
  
  
  

• Audio Server

  Audio Server enables you to store and access your messages and recordings using Windsor Telecom's secure server. These recordings can then be searched by date and all audio files (e.g. Wav or MP3 files) can then be downloaded via email.
  
  

• Call Queue

  Your callers are welcomed with a pre-recorded and amendable welcome announcement as soon as they dial your telephone number. This announcement can be recorded by you or professionally outsourced and then uploaded onto our server for use. The system then automatically dials your call centre to identify a free member of staff. When our system detects that all staff are busy your calls begin stacking. Music and apology or pre-recorded marketing message are played to the caller to encourage them to stay on the line and reassure them of your commitment to them. As staff and lines become available, we present another call across.

The Costs

£295 One-off Connection Fee
£900 Annual Service Charge