Call Centre

Business Benefits

  • Size Doesn't Matter - whether running a full 200 seat contact centre or a small number of agents within a small business the benefits brought by today's technololgies ensure return on investment has a very short duration. Using some the features listed enables companies to deliver high levels of customer service, increase sales and manage the operational aspects of the business irrespective of size.
  • Cost Effective Contact Centre Operation - utilising the RPS hosted telephony services enables companies to distribute their contact centre across multiple locations seamlessly on a single platform. Staff can be managed and monitored centrally whilst the company benefits from a wider pool of expertise, available in wide ranging locations without having to travel to a single location. Small office environments or work from home are both easily achieved through the use of hosted technologies.
  • Efficient Call Handling - through use of various functionality such as IVR, call queuing, CTI, click to dial to name a few, the full range of capabilities ensure agent productivity is maximised whilst making tasks as simple as possible to deliver.
  • Multi Number Delivery - Call centres are able to receive multiple calls from multiple numbers simultaneously, along with indication of which number/business is being called enabling agents to answer as required. The requirement to have dedicated lines/numbers for dedicated lines of business or clients, if operating in a bureau has now been removed through use of Voice Over IP and hosted telephony.

Key Features

  • Communicator - This desktop application enables a number of critical call centre features such as wallboard facilities, call monitoring, CTI Integration and Screen Pop.
  • Statistics - These allow permitted users to analyse the call information based on month, day and even hour. This feature is available using our RPS Portal package.
  • Reports - These allow permitted users to view inbound and outbound call information, pull reports based on user activity to csv format for further analysis. Call recordings are also available on this feature (if enabled).
  • Queuing - Various methods can be used including ring all queue members simultaneously, ring in defined order or even ring the person who has not answered a recent call.

Extensive Experience

Our expert team have extensive knowledge of all aspects of modern communications solutions.

Businesses of All Sizes

We can provide solutions from single user telephone setups right up to multi-user, multi-site business.

End-To-End Solutions

Our in-house platform mean that we can provide comprehensive end-to-end telecommunications solutions for your business.

UK Based Support

Our UK based support team are there for you when you need help and support using our services.

Latest Case Studies

Petersens PR

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Petersens was founded by Rob Petersen in 2003. They are a small, award-winning team with extensive local and national experience in all areas of communication and marketing. They have a vast range of services includes public relations, advertising, graphic design,…

Go Air Trampoline Park

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Go Air was established in early 2014 to bring you Wales’ biggest trampoline park. Their aim - that Go Air will be bouncing with fun, a place where everyone who takes flight with us, whatever their age, goes home with…

Vita

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Vita was established in 2010 and since then has been providing independent expert advice to the people of the UK, helping thousands to protect the things that matter most in life, such as their family, their business, their home and…

Prostate Cymru

Background

Prostate Cymru was established in 2003 and is the leading charity in Wales fighting against all prostate diseases. The charity works with medical professionals and aims to raise awareness, promote understanding and fund both the latest medical equipment and training…

Bright Oak

Background

Bright Oak is a debt management firm dedicated to providing the right advice and effective debt solutions. The team were looking to relocate to a new office and realised the difficulty and cost implications of moving an old ISDN system. They…

Newland Rennie Estate Agents

Background

Founded in 1849, Newland Rennie has developed into an innovative practice combining our many years of experience with modern day technology to become one of south east Wales's most respected estate agents. Each site had its own ISDN based system, limiting…