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Home
The Big Switch-Off
About Us
Blog
Jargon Buster
Get an instant Quote
Contact Us
Hosted Telephony
Hosted Telephony for Charities
Hosted Telephony for GP Surgeries
Hosted Telephony for Education
Hosted Telephony for Estate Agents
Hosted Telephony for Recruitment
Hosted Telephony for Solicitors
Horizon Contact
Contact for Automotive
Contact for Education
Contact for Engineering Construction
Contact for Healthcare
Contact for Housing
Contact for Legal and Financial
Contact for Manufacturing
Contact for Publishing
Contact for Recruitment
Contact for Retail
Contact for Sports Club
Contact for Support Desks
Contact for Transport
Services
Avaya Telephone Systems
PhoneLine+
Telephone Call Packages
SIP Trunking
UniFi AP
Phone System Maintenance
Unbreakable Broadband
Broadband Solutions
Starlink Satellite Broadband
FTTP Broadband
SoGEA Broadband
0161-429 4910
Horizon Contact for Support Desks
Challenges and Benefits
As a Customer:
I want my call handled by the most appropriate member of staff the first time I call in (Skills Based Routing)
If I do have to call again, I want my call to go to the person I spoke to last (Last Agent Routing)
I want the person I am speaking with to know my interaction history (Inbuilt CRM)
I want to know how quickly my call will be answered (Position in queue / Queue wait time)
I want to get support in a way that is convenient to me (Omnichannel)
As a Support Desk Manager
I want to be able to monitor and coach my new starters (Supervisor Call Whisper)
I want feedback on the service that has been given to my customers (CSAT Survey)
I want to know why people are calling in (Call Classification)
I want a way to prompt my team on what questions to ask (Scripts)
I want to measure omnichannel queue stats to make sure we are hitting SLAs (Wallboards / Reports / Supervisor Portal)
If we miss a call, I want a text to be sent apologising along with explaining that we’ll call them back (call flow SMS)
Key Features:
Last Agent Routing
Skills Based Routing
Call Back Slots
Agent Scripts
Call Classifications
Inbuilt CRM
Webchat
Email
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