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.