Call Centre Working

YourUCP Call Centre Feature

YourUCP has many advance features, including ACD (Automatic Call Distributor) used mainly for call centres, however not limited to. 

ACD offers the following features;

  • Call Queuing

YourUCP will queue the call while waiting for a member of the team to become free. While the call is queuing, you can play marketing messages and your caller always the option to break out of the queue and leave a voicemail. Some people like to leave a message and some prefer to Queue, this gives you the best of both. 

  • Estimated Waiting Time

ACD can advise the caller the estimated wait time based on the real-time average call wait. 

  • Queue Position

As well as advising your callers, how long the estimated wait time is, it also offers real-time queue position. 

  • Call Back

This is one of our favourite features, ACD can give your caller the option to opt for a call back rather than queue, the system will then automatically call them back and present the call to one of your staff. We believe this is a great option for those times when you generally are busy. 

  • ACD Supervisor

The supervisor licence allows the supervisor to monitor all calls coming into the group and to monitor what agents are currently available, unavailable or on a call. The supervisor can make someone available from their PC, further to this, the supervisor can also listen into calls.  

  • ACD Reporting

The solution provides full ACD reporting, average wait time, the number of calls into the group, the number of calls each agent has answered etc We believe it gives every stat you need to manage your company calls. 

ACD can support businesses in providing the best customer service, could it support you? If so please call us on 0333 2020 900 to discuss further.