Call Center Solutions

What is a Call Center

A Call Center or Contact Center by definition is a centralized office used to process a large volume of telephone calls. A Call Center or Contact Center is typically operated by an organization to provide its clients with a customer service hotline, technical support services, or to handle sales inquiries from consumers.

Capitalize on the flexibility of a Virtual Call Center

Basic and Enhanced Call Center are two very powerful hosted PBX solutions offered by Key 2 IP. Each solution addresses a wide range of limitations associated with traditional call centers, for both large and small businesses. Now businesses can tap into resources that were previously unavailable, due to geographic, technologic and financial limitations. Cloud-based communications has ushered in an entirely new level of flexibility. It is this technology which has also caught the attention of even the mightiest of penny pinchers, saving businesses thousands of dollars by eliminating the need to purchase and maintain premise based PBX and Call Center equipment.

Distributed Enterprises will quickly recognize the benefits of a virtual call center. Simple deployment, centralized management and the ability to utilize Remote, Home-based or Offshore Call Center Agents are just a few of the many advantages businesses can use to gain a competitive edge over their competition. The truth is Hosted Call Centers already dominate the world’s Call Center landscape and continue to set higher standards in the Call Center industry today. Every day, more and more legacy call center equipment is being decommissioned in favor of technologically superior and environmentally friendly hosted PBX solutions. The odds are you will place a call which will be answered by a Hosted or Virtual Call Center at some point this year, if you haven’t already done so.

The advantages of a hosted PBX solution are undeniable. The scalability, resiliency and call handling capacity of a large scale Enterprise Call Center, which you can deploy rapidly and virtually anywhere with internet access, is a powerful tool to have at your disposal. With a hosted PBX solution from Key 2 IP, the sky is no longer the limit, it’s the standard. Contact us today to schedule your free consultation.

Basic Call Center

The Preferred Inbound Call Center Solution for SMBs.

Key Features

  • ACD (Automated Call Distribution)
  • Centralized Management
  • Configurable Routing Policy
  • Comfort Messages
  • Premise Based or Remote Agents
  • Built in network redundancy
  • View basic queue statistics
  • Configure up to two E-mail addresses to receive daily basic queue statistics reports.

Available A-la-Carte Upgrades

  • Toll-Free Numbers
  • Auto Attendant
  • Voicemail
  • Hosted PBX Client

The Ideal Solution for Small ACD Applications

  • Customer Service
  • Technical Support
  • Fund Raising Events
  • Under Staffed Offices
  • Disaster Recovery

How Does it Work?

The Basic Call Center provides basic Automated Call Distribution (ACD) functionality which allows businesses to receive incoming calls from a central phone number and route the calls to a specified group of Agents. Using this service, a business can establish Technical Support and Customer Service lines or it can serve as a low cost over-flow management solution for under staffed small businesses.

Multiple Basic Call Center queues can be supported per business. Agents are considered as always available and incoming calls are presented to Agents based upon the selected routing policy. The ACD can provide an automated greeting, comfort messages and will deliver basic Agent and Queue statistics reports in comma delimited (CSV) format to up to two E-mail addresses on a daily basis. Basic Call Center comes with 1 Basic Call Center queue and 1 Direct Inward Dial (DID) number.

Still have questions on how it works? Click to request a call back from one of our Sales Engineers or call 1-877-807-5247 and press option 1.

How Do I Get Started?

  1. Start by opening an account with us
  2. Once your account is established your order will be submitted to provisioning
  3. Key 2 IP can have your Basic Call Center up and running in as little as 48 hours
  4. Review the Call Center setup documentation and video
  5. Configure your Call Center
  6. Begin receiving calls!

Call Center Features

Features Basic Call Center Queing (ACD) Enhanced Call Center Supervisor Client (PC) Enhanced Call Center Agent Client (PC)
Configurable Routing Policy
Agents state (available, unavail, wrap-up) Always Avail.
Comfort Message
Music on Hold (MoH)
Wrap up Timer NA
Escalation to Supervisor NA NA
Agent Monitoring NA NA
Queue Monitoring NA NA
Supervisor Barge-in NA NA

Features Basic Call Center Queing (ACD) Enhanced Call Center Supervisor Client (PC) Enhanced Call Center Agent Client (PC)

Basic Queue Performance

Number of calls queued now
Number of incoming calls
Number of calls queued
Number of busy overflows
Number of calls answered
Average time spent with an agent
Average time in queue
Average number of agents busy
Average number of agents logged off
Average hold time before call loss

Basic Agent Performance

Number of call received
Average time spent on calls
Amount of time logged off
Amount of time busy with a call
Amount of time logged on and idle
Number of calls not answered

FeaturesBasic Call Center Queing (ACD)Enhanced Call Center Supervisor Client (PC)Enhanced Call Center Agent Client (PC)

Basic Queue Performance – Summary of Key Performance Indicators (KPIs)

Available Time
Unavailable Time
Talk Time
Wrap Up Time
Wrap Up Time %
Inbound Calls
Inbound Call Time
Average Inbound Call Time
Outbound Calls
Outbound Call Time
Average Outbound Call Time
Unanswered Calls

Agent Utilization Report – Comparison between individual agents

Agent Count
Average Inbound
Average Login Time
Average Talk Time
Average Wrap Up Time
% Available
% Unavailable

Queue Trend Analysis – Historical KPIs for all Call Centers managed by a Supervisor

Call Abandoned
Calls Answered
Calls Offered
Calls Unanswered

Enhanced Call Center

Key Features

  • Significant TCO savings over premise based solutions
  • Carrier-class platform
  • Fully integrated with Key 2 IP Hosted PBX
  • Easy Web Integration
  • Scalable up to 1000 Agents per Enhanced Call Center Queue
  • ACD – Intelligent call routing and queuing
  • Advanced queuing, call routing and Agent wrap-up timer settings
  • Interactive voice response (IVR) and custom messaging
  • Agent and Supervisor Clients
  • ACD State Synchronization through web agent or IP phone interface
  • Real-time and historical Call Center reporting
  • Real-time monitoring by supervisor of Agent’s status and queue performance
  • Music on Hold and Comfort Message Announcements
  • Centralized Web Portal Call Center Management
  • Optional advanced service integration to Salesforce and IP Call Recording

Available A-la-Carte Upgrades

  • Salesforce Integration
  • IP Call Recording
  • Toll-Free Numbers
  • Auto Attendant
  • Voicemail

Enhanced Call Center is the Ideal Solution for:

  • Small to Medium sized Business (SMB)
  • Call Centers with more Agents than workspace
  • Dispersed Call Center environments
  • Businesses with Remote Agents or telecommuters
  • Businesses that require a Disaster Recovery solution
  • Businesses with multiple shift operations
  • Businesses that want to transition from a CapEX to an OpEX model

How Does it Work?

When calls are presented to Enhanced Call Center they are distributed to a single pool of Agents. Enhanced Call Center manages these calls effectively by allowing you to choose from a range of call distribution policies, including weighted call distribution. Agents can set their availability via web interface, desktop client or by phone. Wrap-up timers can also be configured to give Agents time to “wrap-up” the previous call. If all Agents are busy, callers will be placed on hold in a queue to wait for the next available Agent. When introduced to the call queue, callers are provided with a greeting, followed by music or advertisements and a periodic comfort announcement.

Enhanced Call Center Agent Client Application allows Agents to perform call control and configure Agent state directly from their computers when used in conjunction with IP phones, IP-configured analog phones (with ATA) or compatible softphone clients. The simplified client interface allows Agents to answer, direct and complete calls more efficiently which improves Agent productivity and the caller’s satisfaction level.

 

Client Based Enhanced Call Center Agent Interface

 

 

Client Based Call Center Supervisor Interface

 

 

Client Based Call Center Supervisor Interface

 

Key Agent Features

  • Dispersed Call Centers – Agent groups can span multiple sites and support work-at-home Agents.
  • Multiple Call Center Queues – Agents can field calls from multiple call queues and answer calls appropriately based on the number dialed.
  • Call Control – Auto Answer, Hold, Transfer, Conference and Supervisor Escalation
  • Agent State Control – Agent Login/Logout, Ready, Not Ready, and Wrap Up
  • Auto Screen Pop-Ups – Incoming calls pop up on a Web interface showing information associated with the incoming call
  • Click-to-Dial – Integration with multiple online directory options such as Group/Enterprise Directory, Personal Directory, Speed Dials, Call History and MS Outlook Contacts.
  • Agent Activity Report – Agents can see real-time statistics directly from their computers

Enhanced Call Center Supervisor Client Application allows Supervisors to gain superior call center management insight to closely monitor the pulse of the call center. Supervisors are able to monitor Agent activity, service level requirements and quickly identify training gaps. With access to advanced real-time and historical reports Supervisors can have the information necessary to determine appropriate staffing levels, effectively handle busy hours, manage costs and ensure quality service levels.

 

Key Supervisor Features:

  • All Agent Features Included
  • Monitor Agent Status – View the Line State, ACD State and Call Activity
  • Monitor Queue Status – View queued calls with CLID and wait time
  • Manage Calls – Retrieve, Reorder and Transfer queued calls
  • Barge/Monitor – Barge-in or monitor active calls
  • Real-Time Queue Dashboard – Provides a real-time view of queue status. Key queue metrics includes; Queued Calls, Queued Remaining, Abandoned Calls, Average Wait Time, Agents Staffed, Agents Available, Agents Unavailable, Agents Ringing, Agents on ACD Calls, Percentage of Calls within “Service Level”
  • Historical Queue Reports – Provides historical reports for Agent Activity, Agent Utilization, Queue Performance Analysis, and Service Level in increments of 30 minute, hourly, daily, and monthly.

Enhanced Call Center Minimum requirements:

  • 1 Enhanced Call Center Queue
  • 1 Phone Number
  • 1 Enhanced Supervisor Seat
  • 1 Enterprise Hosted PBX Seat
  • 1 Enhanced Agent Seat
  • 1 Standard Hosted PBX Seat

Still have questions on how it works?

Request a call back from one of our Sales Engineers or call 1-877-807-5247 and press option 1.

How Do I get Started?

  1. Start by opening an account with us
  2. Once your account is established we will schedule a configuration interview with one of our Engineers
  3. Once your account is established your order will be submitted to provisioning
  4. Key 2 IP can have your Basic Call Center up and running in as little as 48 hours.
  5. Review the provided training documentation
  6. Train Staff and Distribute Supervisor and Agent user guides
  7. Begin receiving calls!

Still not sure Enhance Call Center is the right solution for you? Get the Key to take it for a test drive. Request your FREE demo or call 1-877-807-K2IP (5247)