Call Center Solutions in Sri lanka
Sri Lanka is becoming a ground breaking destination for off shore call center services.
We provide 24X7 Manage Call center outsourcing service, onsite and offsite contact center solutions to suits your budget. ITCOP Solution provide extensive browser based tools to monitor your call center activity in Real-Time from anywhere in the world and as well as the generate historical productivity reports. Our unmatched state of art technology and well trained staff will guarantee your customer satisfaction.
Inbound and Outbound Call Center
Maintaining your own call center can be a much difficult task. ITCOP Solution can assist you by giving customized onsite/offsite or Hosted contact center services to suites your budget. We provide everything from the scratch Technology to Man power.
If you prefer to have your own call center in your premises? We will build your call center at comfortable of your own location, but it will be completely manage by us, we take hassle and risk off from you. We not just only provide technical solution we also provide well trained call center agents and supervisors as well. If you prefer to have your own staff? No problem we will train them as well.
Hosted Call Center
ITCOP Solution provides cost effective hosted contact center solution that can take burden off your shoulders. We maintain your call center on behalf of your company in our premises which is located in very calm environment little bit off to busiest Colombo city. Maximum up time of your call center and protection of your data are guaranteed in our High tech data center.
We provide extensive feature set to enrich your customer experience. Whether it is hosted or on premises you will have full control of your call center from any device and from anywhere in the world. You will be able to listen to your every single call, you can barge a call even you can personally speak to your agents at any time to improve their quality. We also provide you with set of reporting tools to monitor the performance of your call center by generating queue based, agent wise reporting on any given time period. You will also be able to listen to the previous recorded calls for quality assurance purposes. We have speculated some of the key features in our solution below.
- ACD (Automatic Call Distribution)
- Skills-Based Routing
- Multi-Level IVR
- Customized Call Queues
- Caller Announcements
- Agent and Team Voicemail
- Call Recording
- Time Conditions
- Real-Time Metrics
- Historical Reporting
- CRM Integration
Agent / Supervisor Real-time Operator panel
The panel lets you see detailed Call center activity in Real-time, like who is talking and to whom, call durations, held calls, queued calls, etc. It lets you control your phone and perform transfers, launch call spying and whisper, monitor queue activity and more. All from your web browser, without the need to install anything on the client side. It can show any number of lines per phone and held call status, so you can see exactly what is going on.
Developed with a receptionist in mind. All actions are available within two clicks of the mouse.
- See who is available or not.
- Transfer directly to destination extension, voicemail or external numbers.
- Ability to pickup ringing phones.
- Manage and visualize parked calls.
- Realtime search and filter of extensions (great for big companies with hundreds of extensions).
For call center supervisors
Not only you can see extension status, but also a quick glimpse of queues.
- See agents logged into a queue.
- See agent status (paused, logged off, invalid).
- See every call waiting on the queue with its timer.
- Manage agents: add, remove or pause queue members.
- Filter extension list to only queue members with one click.
- Spy or whisper to your agents.
- Initiate call recording to disk.
For end users
You do not need to be a receptionist or run a call center to take advantage of features, as it lets
you control your own calls even before you pick them up!
- Call notifications (caller ID number and name, call from queue).
- Directory integration, live search or dial to any typed number.
- Call control: transfer out, hangup, pickup, etc.
- Conference Control: lock, invite, kick & mute, talk detection.
- IM Chat: Instant Messaging and Notes integrated, no need for extra software or
- Voicemail Explorer: lets you browse and hear your voicemail right from your browser.
Advance Call Center Stats Reports
Advance Call Center Stats will let you run reports over your call center activity, like how many calls were abandoned, how many answered, by whom, call durations, wait times, call distribution per day, week, month, hour, queue, day of week, agent session times, pause durations, etc. Includes a search facility, a realtime view where you can also pause/ unapuse or remove members from queues, integration with recordings so you can download/listen to queue call recordings. All from your web browser, without the need to install anything on the client side
The following reports are integrated with Call Center Stats
- Distribution: by queue, by month, by week, by day, by week day, by hour, by URL, and a
- detailed report and name, call from queue.
- Answered Calls: by queue, by wait time, hold time, by agent, by disconnection cause, by duration,
- transferred calls, and a detailed report.
- Answered and Unanswered Service Level Reports.
- Unanswered Calls: by queue, by disconnection cause, by URL and a detailed report.
- Agent Availability, Sessions and Pause Durations, Call Dispositions, and a Detailed
- Paused Report and Session Report and many more!
While browsing grids you will see queue events and detailed information about each step in a queue call flow. Some of the fields vary in meaning depending on the event involved. We added inline help to these reports so you can understand the data in an easier way. Just place the mouse over those fields and a tooltip will appear explaining each one.
Are you looking for a specific call? A search form will show a quick result from your query. You can search by CallerId, Agent, Queue, Call Duration, unique id and Date Ranges.
PDF & Excel Export
Each grid shown has its own export icon that will let you download the viewed information in PDF file or CSV (comma- separated values) for Excel compatible spreadsheets. PDF files are color full for better understanding. CSV files allows to work with cells and perform any calculation you want.
Detail Drill-Down Grids
The results grouped in each grid can be viewed in details just clicking into its linked item. A drill- down grid will appear showing the calls in details with PBX Events and other relevant information like caller-id, agent, timing information, etc.
Listen to Recordings
You can record all the calls connected and this tool will show them on each detailed record. The actions will let you listen with a simple but functional player or download as a file.
User Access & Levels
User management tool allows to create, modify or delete as many users as you need. You can assign different roles to each user and define which queue or agent can be audited per role or even per user.
Scheduled Reports & Alarms
A new tool allows you to select multiple reports and send them via email in specific days and hours. Includes an notification tool that will inform to the given email/s when a specified variable inside a report has been exceeded a given value.
All Key benefits of Call center suite :
- Reduce the complexity
- Easy management
- Productivity improvement
- Crystal clear evidence