Call Centre Solutions

Call Recording

Many call centres use OPEX Call Recording to help with disputes and customer complaints. Keeping a record of every phone conversation, to playback back in the event of a dispute, helps resolve disputes quickly. Call recording helps call centres with training and development. Managers can play back calls at convenient times to appraise staff. Listening to recordings of calls, alongside staff helps managers to coach staff. Many call centres allow staff to listen to their own calls for self-assessment of their performance, but most commonly to allow staff to verify information.

In Network ACD

OPEX helps a variety of call centres to manage and route inbound calls by providing intelligent call distribution through the OPEX In Network ACD (Automatic Call Distributor). This service helps call centres to expand their capacity when inbound calls are increasing and staff resources are limited. Options include call queuing of inbound calls, distributing calls to agents that have been idle longest or according to skills. Using scripting tools calls can be routed according to the call centres specific requirement

IVR/Auto Attendant

Call Centres can use OPEX's hosted IVR solutions to handle a wide variety of inquiries, which benefits the business by releasing staff resources. IVR overflow services help contact centres with large or unpredictable volumes of call traffic. OPEX IVR enables call centres to provide services out of hours, such as credit card payments, data capture, recorded information messages, or brochure requests. Call centres can also use OPEX IVR as a disaster recovery option to automatically re-route calls in the event of systems failure.

Telephone Number Supply

To enhance marketing campaigns or direct inbound call traffic accordingly, OPEX can supply premium rate numbers, free phone, local rate or non-geographic numbers. These numbers can be quickly implemented usually within 48 hours. A full choice of competitive tariffs is available.

Bespoke Development

OPEX offers a development service on standard off the shelf products. The development service can integrate OPEX standard products with 3rd party databases or servers. Alternatively a common software interface (API) can be developed to ensure consistency and ease of use by all staff. OPEX can also integrate with speech recognition software and other technology such as mobile SMS to help call centres deliver automated services. Most call centres have specialist requirements, where a standard off the shelf solution will need some development work.

Consultancy

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OPEX offers advice and recommendations to call centres to help managers decide which technology would add value and enhance existing processes. OPEX can also look at the future and help with planning growth or process changes in line with business objectives. OPEX can help you find your call center solutions.

Case Studies

For examples of OPEX's work visit our case study area.
Read about how our customers have adopted the technology in their call centre environments.

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