Call portal call centres

Call Portal Call Centres is both unique and revolutionary; it represents the future of the outsourced call centre marketplace. Clients access their account in real-time from internet connected device, this makes Call Portal Call Centres 100% transparent and the UK's most open contact centre.

Our revolutionary web based analysis tool allows real-time access to critical call data which can be used to instantly assess the success of a media campaign or individual TV/Radio slot, for analysis of our performance in terms of pick up times & call durations, and as it also provides the recording of each call taken quality assurance monitoring or problem-call resolution is simply a click of a mouse away.

Call log/history

Call Portal Call Centres set out to lead our market in real-time accessibility to calls both historically and currently active and we've delivered a tool unique to our marketplace. Every call that comes onto our system is logged in the finest detail both in data format and as a recording, our clients can therefore re-assured that if we manage a call on their behalf every aspect of each one is available via a simple dial-in onto our Call Portal Call Centres anytime and from anywhere in the world!

Real-time call statistics/reporting

Because this data is captured for every call our clients also have unprecedented access to their own statistics and reporting real-time, instantly delivered, and in the downloadable format to suit their requirements. Reporting/statistical data available includes (snapshot of what's available)

  • No. of calls per hour/day/week/month/campaign

  • Total calls by customer/number dialed/individual agent/map region

  • Summary of calls per day including total minutes and the cost

  • Flowchart/Graph formats to compliment raw data

All calls that enter or leave the Call Portal Call Centres network are captured in a real-time and are viewable live on the web. This allows you to monitor the performance of agents, to instantly retrieve call statistics (invaluable for advertising response tracking and resource planning), and we can deliver calls direct to your organisation, which can all be viewed on our platform, despite us not having been involved in the call itself; all this is done via a single web based interface which also means no expensive hardware or any equipment at all to be purchased.

Intro Audio

Many of our clients prefer to, or in some cases are required to, play their callers a message before they are put through to the relevant person/department i.e. inform callers their call maybe recorded for training/monitoring purposes, a simple intro leading to options via an auto-attendant (press 1 for sales, etc), etc. This function provides endless options and opportunities that you tailor to your exact requirements; it's something worth having a look at.

Network based (Intro followed by sub headings below)

Call Portal Call Centres offer a completely unique concept for call & data handling spanning real-time network services through to desktop which will offer greatly increased efficiency & quality and provide real-time access into calls, statistics, voice recordings, current billing, and much more.
Before any call or data reaches our call centre they are received by our network based call management and routing solution. This solution allows real-time management, configuration and reporting of all network based facilities from a single web based application.

Call recording

All calls are recorded within Call Portal Call Centres and are available to you at any time, and from anywhere with internet access, which we believe makes Call Portal Call Centres the most open and client friendly business partner in the UK. Call recordings can be used for monitoring and training purposes, and when necessary for individual call problem resolution. You can also download batches of calls from our site for archiving.

Patch-Through

Call Portal Call Centres Patch Through functionality allows us to be able to screen calls on your behalf, exactly as your own receptionist would do, before putting them through to you. You may have important clients or colleagues with whom you would always wish to speak, it's your choice however as you can receive a call from your Call Portal Call Centres PA informing you whose on the line and asking if you wish them to be connected. If you do we put them through, if you don't we take a message and you can respond to that caller in your own time.

Call queuing

Why pay for callers to queue on your lines and equipment when they can queue on ours?

Our call queuing solution provides you with virtually unlimited capacity to hold callers, and while on hold they can be played either music or your own promotional messages. We can even add in an option for your caller to press and leave a message for a call-back should they be in a hurry.

Auto-attendant

IVR (Interactive Voice Response)

Interactive Voice Response, as the title suggests, requires callers to speak their details when prompted i.e. "say your first name after the beep", "now say your address, spelling any difficult to pronounce words‚" etc. IVR is often touted as far cheaper than "live" call handling, the data capture itself is indeed so, but it then requires transcribing as it's held as a recording which means there is a further cost. IVR can be used as a stand alone function for an account/campaign or as a backup for high volume advertising response, especially from TV where spikes can be large and unpredictable.

 

For a full demo of the Call Portal Call Centres solution please call us on 08000 77 60 60 or complete the contact us form.