Call Centre Solutions - Outsourcers

Outsourcers account for the largest single grouping of synTelate/ Tele-Connect users. It’s easy to see why when these products provide a perfect fit to frequently changing, multi-campaign environments. The utilisation of desktop customisation and callflow capabilities also means that agents can multi-skill and can comfortably deal with inbound and outbound calling situations, in some cases also operating within blended environments. Users are working in both B2B and B2C markets with campaigns as short as a few weeks and others extending into years. The fast script creation and modification capabilities provide users with the tools to optimise call centre activities on-the-fly in response to real time issues. This was demonstrated very clearly when a user running activities for a financial services client was able to respond within hours of a widely broadcast news item concerning its client’s products.

Reporting is key to Outsource call centres. A combination of in-built reporting and access to powerful third party reporting tools means that there is considerable flexibility in data manipulation and reporting.

The ability to accommodate the introduction of new technology at the request of the Outsource client is also key. A number of our clients have introduced new or additional telephony capabilities as a result of particular client/campaign requirements. For example, recent years have seen a rapid increase in the use of proactive contact technology. This has been no problem to Inisoft as we are committed to supporting a broad range of telephony technology, not just the PBX. We also provide an open application programming interface to provide clients with the ultimate flexibility in implementation.