If your company handles significant incoming calls then our Call Centre phone system is perfect for you. They route calls intelligently and provide call handling reports at the same time.
Makes a High Volume of Calls Easier for Reception
3CX Call Center Module, which adds features to help handle high volumes found in high call volume organizations. With it, your practice can manage phone communications more efficiently and deliver superior patient response.
Increase your practices response levels with features such as real time agent, queue status and statistics, additional advanced queue strategies, agent features and more detailed reporting.
"Customer service is key in today's cut throat market. 3CX practices to deliver superior customer service without having to buy an expensive phone system. Previous to the 3CX Phone System, adding much needed features to your phone system was prohibitive", said Nick Galea, 3CX CEO.
Key Features Included in the 3CX Module Are
Advanced Real Time Queue and Agent Statistics:The supervisor has access to advanced real time status information in the Queues page. Besides monitoring queue status, the practice can see the number of callers in the queue, the number of answered/unanswered calls, the average and longest wait time, time an agent logged in/out of the queue and more. Calls waiting longer then a specific period of time can be taken directly.
Call Back Feature: The Call Back feature allows customers to hang up and retain their position in the queue. When an agent becomes available, the call will be put through to the caller automatically. The Call Back option can be selected by the patient or suggested after waiting a configurable number of minutes in the queue. In addition an email can be sent when a call back is requested. Customer response is improved with this feature, as they do not need to wait on hold to be served.
SLA Alerts:The SLA (Service Level Agreement) Alerts feature allows the manager to be notified when callers have to wait beyond a configurable amount of time. In addition the event can belogged. Customer satisfaction can be ensured with the SLA alert feature, as staff can act immediately if a given customer service level is not met.
Listen In, Listen and Whisper and Barge In:3CX also features Listen in, Listen and Whisper and Barge in functions, allowing the supervisor to monitor agent responses.
Customer service supervisors can listen into an agents call with the Listen feature. If the agent isn't too sure on how to respond to the customers' request, the Listen and Whisper feature allows the practice manager to provide feedback to the agent only, allowing him/her to take the best course of action with regards the patient's request. The Barge in feature allows the supervisor to join calls directly.
Wrap Up Time:Wrap up time gives reception a configurable amount of time to enter notes in the customer record or follow up tasks before they have to take another call.
Additional features are available for practices including:
- Wall Board
- The ability to log reception in and out of individual queues
- Extensive reporting
Call our Specialist. He can be reached at:Dar ZuchBusiness IT Specialist - CalgaryHelia Technologies