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Click here for telephone call centre quotations and pricing:                                                   CALL CENTRE SWITCHBOARDS PABX PBX IP CHEAP PRICED TELEPHONE SYSTEMS QUOTES IN JOHANNESBURG, GAUTENG, PRETORIA, LIMPOPO, POLOKWANE, MPUMALANGA, PIETERSBURG, CAPE TOWN, DURBAN, RICHARDS BAY, PIETERMARITZBURG, NELSPRUIT, WITBANK, PORT ELIZABETH, EAST LONDON, KNYSNA, GEORGE, MOSSEL BAY, KIMBERLEY AND BLOEMFONTEIN.

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Call centre PABX PBX switchboard business telephone system solutions and quotations.

What Is a Call Centre PABX PBX switchboard business telephone system solution?

Call centre PABX PBX switchboard business telephone system solutions are for special offices that are purpose-built to handle a large volume of phone calls. PABX PBX switchboard business telephone system call centre solutions typically handle customer service, support, telemarketing, telesales and collections functions. The employees who staff call centres are referred to as “agents” or “customer service representatives” (frequently abbreviated as CSRs). Call centre PABX PBX switchboard business telephone system solutions range from very small informal operations to massive, highly optimized sites with hundreds or even thousands of agents.

Call centre PABX PBX switchboard business telephone system solutions use specialized telephone equipment to maximize productivity. Specialized telephony switching systems called “Automatic Call Distributors” or ACDs are used on the PABX PBX switchboard business telephone system solution to queue and route inbound calls to agents based on a wide variety of criteria. Outbound calls are frequently generated by an automated system called a “Predictive Dialler” that monitors the status of agents and places calls on their behalf. Other common PABX PBX switchboard business telephone system solutions call centre tools include desktop integration (frequently referred to as “screen pop up”), Interactive Voice Response (IVR) applications, telephone call recording solutions, productivity monitoring utilities, workforce planning systems and various methods of historical and near real-time reporting.

Call centre PABX PBX switchboard business telephone system solutions quotations for automatic call distributor (ACD)

A call centre PABX PBX switchboard business telephone system ACD solution is a specialized phone system that routes (distributes) incoming calls to teams of agents assigned to various call queues. Queues are simply ordered list of call’s to be dispatched to agents. The call centre PABX PBX switchboard business telephone system ACD solution oversees the process of placing incoming calls into the proper queue, assigning priority to these calls based on various factors (the order of their arrival, the importance of the caller, the urgency of the caller’s situation), and ultimately dispatching these calls to an available agent. The algorithm by which calls are dispatched is called the queue strategy.

Call centre PABX PBX switchboard business telephone system solutions quotations for queue strategies

A simple call centre PABX PBX switchboard business telephone system solutions ACD system consists of a source of calls (a pool of lines, trunks or virtual trunks), a FIFO (first-in, first-out) queue and a pool of agents who are selected using a “ring-all” strategy. In this case, when a call arrives the system rings the phones of all agents who are not already on a call. The first agent to answer the call is connected with the calling party. All the other phones stop ringing.

A more complex (and likely more useful) configuration would have the call offered to the agent who had been in the idle state longest. This “most idle” strategy is frequently used when all agents are considered equally qualified to handle a task. Other common strategies include round robin, linear hunt, least-recently-called, fewest calls and random. In some cases, the PABX PBX switchboard business telephone system solutions ACD can weight its selection based on the caller’s need (generally collected using an IVR application) and a list of skills associated with each agent. This is generally referred to as “skills-based routing”

Call centre PABX PBX switchboard business telephone system solutions caller experience

While waiting in the call centre queue, callers generally hear a combination of marketing messages, queue status messages and music. PABX PBX switchboard business telephone system solutions marketing messages are simply audio recordings that are piped into the queue on a periodic basis. Status messages provide the caller with specific information about their status - the number of callers ahead of them in the queue, the estimated wait time and sometimes alternatives to waiting in queue. Some more advanced call queuing systems support virtual PABX PBX switchboard business telephone system solutions queuing. A virtual queuing system allows callers to provide a call back number, and then disconnect the call. Their position in the queue is preserved and when an agent becomes available the system places an outbound call to the caller.

Call centre PABX PBX switchboard business telephone system solution quotes for diallers

Outbound Call centre PABX PBX switchboard business telephone system solutions frequently use a dialler application to connect agents with targets. Diallers can be simple desktop applications that implement a basic “click-to-call” function, or much more advanced systems

Call centre PABX PBX switchboard business telephone system solutions quotes for desktop dialler

Call centre PABX PBX switchboard business telephone system solutions desktop dialler applications are generally integrated with Customer Relationship Management (CRM) software or other business applications. When an agent needs to make a call, the click a button or link in the dialler application rather than manually entering the digits on the keypad of their phone. The dialler application then places the call on their behalf by sending a command to the phone (known as “first person” integration) or to the phone system (known as “third person” integration). Automating the dialling process reduces errors and increases productivity.

Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for power dialler

Large-scale call centre PABX PBX switchboard business telephone system solutions quotes and quotations for cold-calling operations commonly associated with telesales, collections and political campaigns, require more aggressive call centre PABX PBX switchboard business telephone system solutions quotes and quotations for dialler systems. Some of these are simply “power diallers” which essentially place one outbound call for each available agent. When an agent hangs up, the system automatically dials another call and connects it to the agent’s phone. This pattern continues as long as the agent remains logged into the system. Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for power diallers allow an outbound call centre to place far more calls than could be accomplished manually. However, there is still some agent time wasted handling calls that do not connect, reach answering machines or otherwise fail to reach the target.

Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for predictive dialler

Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for predictive diallers are essentially smarter power diallers. They carefully monitor the average handle time for each agent and attempt to predict when an agent will become available. Rather than placing calls on a one-agent-to-one-call basis, they place more calls than there are agents available. When a call is answered the system uses various methods to determine if the answering party is a human or an answering machine. Answering machines are either dropped or fed a pre-recorded message while live answers are handed off to agents.

Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for robo-dialler

Sometimes call centre PABX PBX switchboard business telephone system solutions quotes and quotations for dialler systems are completely automated. These place calls then play messages to the answering party or machine. These systems are commonly used for notification purposes (i.e. reminder of a doctor’s appointment, notice that school has been cancelled) as well as marketing and political messaging. Some automatic dialler systems support additional features like surveys or transfers to live agents.

Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for dialler considerations

In most jurisdictions there are many laws governing the use of diallers. Before deploying a dialler be certain to review these to avoid significant penalties or even criminal charges.

Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for adjunct technologies

While ACDs and dialler systems are quite powerful on their own, interconnecting them with a number of related technologies has the potential to increase the efficiency and in some cases improve customer experience.

Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for automated attendant

Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for automated attendant systems have long been paired with ACDs, allowing callers to route themselves into the appropriate call queue. Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for automated attendants are simply menu systems that prompt callers to indicate their preference using the keys on their phone or, in some cases, by speaking keywords. Callers are generally willing to accept up to two levels of menu before reaching a live agent. More than two levels tend to annoy most callers and can result in an increase in abandoned calls.

Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for interactive voice response IVR

Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for Interactive Voice Response or IVR applications are another technology frequently integrated with ACDs. IVR systems prompt callers for data items - things like account numbers, prescription refill codes or package tracking numbers - and use those values to look up caller-specific information from remote data sources. In some cases the IVR application can handle an entire transaction without human intervention. In other cases the IVR feeds data to the ACD to help it route the call appropriately.

Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for CTI or screen pop up

To increase agent productivity, desktop business applications are frequently integrated with the ACD in such a way that data related to the caller is automatically displayed when a call is delivered. This is commonly referred to as either “Computer-Telephony Integration” or simply as a “screen pop”. There are several ways to accomplish this. In some cases the business applications support a CTI standard like TAPI or TSAPI. In other cases the applications are custom and communicate directly with the ACD or a “CTI server” that acts as a proxy for the ACD.

Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for call recording

Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for recording telephone calls either to monitor the performance of their agents or for regulatory compliance. Call recording systems handle the process of capturing the audio from all participants in the call, mixing it, storing it and producing an index that allows administrators or regulators to locate and review recordings. A properly built recording system makes it easy to pinpoint conversations using common keys including Caller ID, date, time and agent ID.

Call centre PABX PBX switchboard business telephone system quotes and quotations for asterisk call centre solutions

Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for asterisk is a powerful tool for building call centre systems and solutions. With support for call queues, IVRs, outbound dialling, recording, live monitoring and reporting, Asterisk Call centre PABX PBX switchboard business telephone system solutions quotes and quotations includes virtually everything you need to create a working call centre. Small and informal call centres can be built using a single Asterisk server or deployed from a turn-key IP PBX. Enterprise call centres generally make use of a cluster of Asterisk Call centre PABX PBX switchboard business telephone system solutions quotes and quotations for systems structured to scale as the business grows. Call centres with legacy ACD systems frequently use Asterisk as an adjunct, acting as the IVR front-end to a skills-based routing solution.

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