Bespoke Solutions

Windsor Telecom has been providing quality tailored inbound call solutions to SMEs and large businesses since 1999. From the straightforward package to bigger and more intricate plans, we work carefully with you and your business as an integral part of your team to create and implement the best and most suitable system for your business. Here is a selection of examples of what we have provided throughout the years:

• Intro Service

  These have been specifically designed for small and medium sized businesses. The service automatically plays a welcome or promotional style message to people who call your dedicated phone number prior to diverting them to your switchboard or secretary.
  
  

• Live Feed Audio

  This enables your callers to listen in real-time to specific messages or events, such as a sporting event or music concert. The popular ‘Big Brother’ show on Channel 4 utilised ‘Live Feed Audio’ during their broadcasting in 2001. This particular service enabled fans and callers to listen live to events within the Big Brother House. Our Live Feed Audio service has always generated significant interest and excitement amongst our client’s customers, whatever their event.
  
  

• Call Queue Solution for Straight plc

  Straight plc needed a system which allowed them to monitoring and analyse the queues on the numbers that we have provided them (over 180). We provided Straight with full online control of active caller queues with various options to organise caller destinations and voicemails. This was designed hand-in-hand with Straight whose dedicated call centre is the first point of contact for all customer orders. This gave them the flexibility, power and knowledge to organise their calls and manage customer experience more effectively.
  
  

• Homeworker Solution

  The Business Issue:

  As a growing or modern business you employ a diverse team of people who from day to day work at various times and from different or mobile locations (e.g. at home or ‘on the road’). This is a common and essential situation for many sectors, but sadly difficult to manage. With our Homeworker Solution it needn’t be, you can make the best use of your staff due to the flexibility our online management service offer. Many other automated and standard systems on the market simply lack this flexible control.

  Our Solution:

  Homeworker enables you to maximise the potential and productivity of your home-based and mobile teleworkers with minimum cost. It enables call centre managers to take full control of their staff and work environment, by balancing and controlling calls between call centre based staff and remote workers.

  This network based system has four key components to ensure your entire team is managed professionally and effectively. These include:

  
  
  • Management Control
    
    
  • Homeworker Attendance/Log In
    
    
  • Call Flow control
    
    
  • Call Statistics

What are the Benefits of a Bespoke Solution

But what benefits can our Homeworker solutions expect to bring to your business?

• All the cost and productivity benefits of large in-house teleworking hardware
  
  
• Offers seamless integration of staff based on site and off site (e.g. homeworkers)
  
  
• Full access, visibility and control over statistical information from staff call activity
  
  
• No disruption caused to your existing telecoms system/provider
  
  
• Your system will evolve with your business
  
  
• Superior customer service, as all calls are answered instantly and efficiently by the right person.
  
  
• No expensive hardware or equipment is required on your part
  
  
• Low monthly rental

Homeworker solution in detail:

Management Control

Managers and senior staff can effortlessly identify the number of staff logged on/off at any time of the day, empowering them to include, exclude and evaluate Homeworker activity.

Attendance

When your Homeworkers log onto your system, by simply dialling their unique access number and entering their personal PIN code, your system will recognise their personal settings and provide additional security by matching the PIN to the Homeworkers ID, instantly activating/deactivating their ability to receive calls etc.

Call Flow Control

Your inbound calls are fully managed between fixed and virtual call centres (e.g. home and car) via the intelligent network provided by Homeworker. The flow of inbound calls can instantly be routed in a number of ways to suit your business model and infrastructure.

Homeworker Solutions

Suits modern businesses where flexibility is crucial and office space is limited. All inbound calls can be directed initially to the main office or call centre with any overflow going to the Homeworker or mobile teams. The system is seamless, therefore callers will be unaware of any overflow mechanism. Calls are simply diverted to the next available agent/team member following your specific settings. Calls will not be directed to staff that are not logged in.

Call Statistics

Windsor’s Call View Product and statistical reporting tool is a key part of the Homeworker system offering online statistics enabling full monitoring of office staff and Homeworker calls. This is a valuable planning tool which will enable you to identify busy periods and anticipate potential problems.