Want to immediately route incoming
calls to the right agent and generate
personalised performance reports?
Need to collect a particular type of data from your incoming calls?
Run a high-quality customer services department with the help of our IVR, virtual queue, ACD, and SBR features. All calls are immediately routed to the most appropriate agent. Depending on the campaigns you run, or the information you need for different reports, you can set specific dispositions and efficiently collect information as required.
Idle time handling
To run a successful customer services department, you need to keep agents’ productivity at its peak at all times. By giving them multiple channels to interact with customers, you enable your agents to provide meaningful support even when there are no incoming calls to handle. Implement customised e-mail and chat tools to deal with customer queries even when the phone lines are quiet.
Manage operations without outside help
VCC Live’s software lets you create, change, and manage your IVR without the need of outside help. This allows you to handle and manage your own voice files within minutes if at any stage you need to make a new IVR voice file. Furthermore, you can manage operational needs on your own by importing and exporting data, customising the tool, and running statistics reports whenever needed.
Respond to technical and business changes
In order to keep your agents up to date with sudden changes in services and performance requirements, you need an effective and fast internal communication channel. Our system provides you the opportunity to send and receive instant pop-up updates and chat messages within your department regarding information that needs to be collected or shared with customers.
Quality control management
VCC Live’s software can help you improve your quality control management by providing you with an individual rating system for every call. This allows you to continually improve your service, and to easily follow agent progress and development on a monthly or quarterly basis. Furthermore, we can implement monitoring of outbound and inbound calls, calls in IVR or queues, and also dialler status.
Handling complaints can be a challenge if finding the right call recordings and archives is hard to do. Using our solution, recorded and archived conversations can be listened to and downloaded easily and quickly. Based on file size, recorded conversations can be stored indefinitely, and accessed at any time. You can search for recordings based on the time, type, or topic of the call, as well as other technical parameters.
real-time and archived quality-control monitoring