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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:
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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. |