Increased inbound capacity for Call Centre Services Company

 

OPEX has helped a services department of a large call centre by providing a call funnelling service on specific inbound campaigns. The department has a capacity of 10 agents, so is only able to take a maximum of 10 calls at once. At peak times when call traffic exceeds agent availability, OPEX provides an overflow facility to answer the call via an Auto Attendant.  The system captures the caller's details of name and address so that information can be sent or the agents call them back. If a caller has difficulty getting through a second time the OPEX ACD cleverly recognises the caller's number and shifts the caller to the front of the queue, so they get the next available agent. This solution also provides the call centre services company with a disaster recovery service, as in the event of the telephone system failing it allows all calls to be re-routed and handled by OPEX Self Service. For campaigns where demand was difficult to predict this solution has enabled the call centre to take many more calls than their in-house infrastructure allowed.

Teleconferencing and Call Recording to disseminate information to multiple offices

OPEX helps a UK organisation with multiple sales offices to disseminate information. The organisation streams training sessions to its sales offices via conference calls. OPEX Teleconference connects together all the sales offices and also records the entire session. This way any sales person that misses a training session can dial-in later and listen to the entire call and not miss out on important company information.

Skills-based routing for translations service using home workers

This company provides translation services via a premium rate telephone number. OPEX set-up the company's premium rate telephone numbering service and provided ‘skills based routing' via an in-network ACD, so that calls could be routed to home-workers best suited to answer the query. Home-workers simply login to the system so that it knows they are available and calls are subsequently routed to them. The company also uses OPEX on-line billing facility to quantify the amount of time home- workers spend on each call so they can be paid accurately for the services they provide.