Horizon Call Centre

Easily manage, monitor and control call centres

Horizon Call Centre

Hosted telephony for businesses with inbound call requirements. Easily manage, monitor and control call centres from anywhere.

If dealing with inbound calls is important to your customers’ business, then Horizon Call Centre is for them. Suitable for the smallest to the largest call centre, it’s a cloud-based service with an extensive range of inbound call centre capabilities that can be managed from an easy-to-use web portal. It is an add-on to our Horizon hosted telephony platform and enables businesses to easily manage call centre environments, boost productivity of agents and improve the overall efficiency as well as helping to deliver a first rate service.

The benefits of Horizon Call Centre

Easy set-up and configuration

Horizon Call Centre is simple to set up and configure through our easy-to-use admin interface web portal and includes many day-to-day business features

Incoming calls

Easily set up how incoming calls are distributed and allocate agents to certain types of calls

Call Queue announcements

Set up recorded messages to inform callers of wait times and queue position using real-time data

Assign agents to supervisors

Determine which agents are monitored by which supervisors in order to ensure availability in the event a call needs to be escalated

Unavailable codes

When agents are unavailable to take calls, such as lunch breaks or in training, a code can be selected to specify their non-availability. This allows for more accurate reporting, while giving more of an insight into the agent’s behaviour through the working day

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An introduction to Horizon

 

8 things to look for in a hosted voice provider

How to improve your customers’ communications and network resilience

Hosted voice provider

How do calls get answered efficiently?

To ensure calls get answered efficiently, Horizon Call Centre offers the ability to set-up flexible call distribution scenarios. This can help ensure calls are assigned to the most suitable agents

  • Regular call distribution: Incoming calls hunt through agents in list order until an agent is identified as available. For each call that comes in, it starts from the top of the agent list
  • Circular call distribution: Incoming calls hunt through agents in list order, taking into account who took the last call. For example, Agent A is at the top of the list but took the last call so the next call distribution hunt will start with Agent B. When the search reaches the end of the list, it loops back to the top and continues until it has tried all users
  • Uniform call distribution: Incoming calls hunt through all agents, in order of who has been idle the longest
  • Simultaneous call distribution: Incoming calls alert all agents at the same time. The first agent to answer handles the call
  • Weighted call distribution: Incoming calls are routed through to idle agents based on their assigned percentage, as set-up in the call centre profile. This feature supports an element of skills-based routing, since a higher percentage of calls can be routed to more highly skilled agents

What benefits can it offer the call centre agent?

Agents have full control over their calls via the web portal.

  • Answer, transfer and escalate calls
  • Initiate conference calls
  • Quickly access directories
  • Selection of states such as ‘available’ ‘unavailable’ and ‘wrap up’

How many calls can be queued?

Up to 50 calls at any one time can be queued with a message made to the caller advising of their position in the queue.

What features can it offer the call centre manager?

Supervisors have full control over how the call centre is managed. Changes can be made to call groups, distribution lists and incoming call routing from anywhere at any time. This includes barring calls, call monitoring and reordering call group queue priorities.

Have you seen our other products?

Horizon is a cloud-based phone service that provides an extensive range of fixed and mobile telephony capabilities via an easy-to-use web portal.

Our family of high-speed data services connects businesses directly to our next generation network and the internet, providing a range of bandwidths with unrivalled network quality and reliability.

Resources

STL Communications talk Horizon

 

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