Veridian’s hosted call centre solution allows you to customise your inbound or outbound call centre requirements with maximum flexibility and affordability.
Flexible: Fully enabled and managed agents, in any geographical location.
Immediate: Web based technology means the facility can be enabled in hours rather than months.
Manageable: Queue, sort and manage your calls. Fully integrated with your telephony. Micro manage each agent with detailed tracking of agent time and performance and delivery of feedback to the employee.
Smart: The service provides best-practice features in use by the world's largest and best call centres.
Ready: A disaster recovery solution that is ready to implement at the press of a button.
Affordable: All this at the fraction of the price of a fixed call centre.
Efficient: Outbound dialler technology gives exponential improvements in results.
Inbound
What ever you’re inbound needs we have you covered.
IVR / self service – Deliver the call to the right agent first time, allow callers to service themselves, provide service outages information etc
Skilled based routing – Utilise all your agents skills to ensure you handle all calls effectively
Virtual contact centre – Pool all your agents, regardless of location, into one pool of resources to ensure maximum utilization
Reporting – real time and historic reporting from the moment the call arrives until it hands up
Voice mail – Either out of hours or if queue are too long
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Outbound
Maximise your customer contacts.
List management – Automate your calling lists and see real time how your agents are progressing
Preview – Distributes the customer details to and agent and allows them to familiarise themselves before calling
Progressive – Utilise agents at a steady pace to ensure that they are used more efficiently than preview but no as aggressive as predictive
Predictive – Maximum agent utilisation on lists
Scheduled called back – Ensure agents call back at when they said they would
Agent scripting – Provide the agents with prompts to maximise the contact opportunity
Multimedia Email, Fax & Web
Multimedia Email, Fax & Web
Email & Fax routing – distribute emails and faxes as you would calls
Service level on emails – provide a ‘services levels’ on email to ensure they are handled within the offered turn around times
Web chat – service the customer at the website using messaging
Call me – for caller that prefer the human voice allow them to ask for someone to call them
Reporting – real time and historic
Call recording
Full time – Ensure all your call or monitored of coaching or legal reason
Selective – Record call that meet certain criteria’s
On demand – For verbal contracts etc
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