Mobile Call Centre Solution

How it works

Mobitel Virtual Call Centre combines speech-based IVR (Interactive Voice Response) with skill-based ACD (Automatic Call Distribution) to enable you to create an on-demand Call Centre. Your agents can be located remotely, checking themselves in and out over the phone or over the web.

Functional overview

• One Number will be announced as the HOT LINE
• Any service user can dial this number anytime of the day
• Your Call Centre Agents will be available according to their shift basis
• If one line is busy the customer can still get through to the next available agent, or the customer will be queued
• Every call to this number rings the agents’ mobile phone in a ‘Round Robin Method’
• IVR can have your customized prompts recorded by us.
• The login/logout can be done from their mobile handsets with a simple SMS or by the administrator.
• Can be extended to integrate with customer CRM system through a Soft Phone configuration.
• No on site equipment installation or equipment maintenance.
• Pay as you GO and GROW
• Fully scalable from 10 agents to 1000.

List of Features

The package is inclusive of below features:

• Admin Self-care portal to the system.
• Customizable IVR with up to 10 prompts.
• Mobile phone based call center
• Fax on the same hotline
• Assisted Call transfer
• Can view call statistics
• Softphone to integrate with CRM

Benefits

• You can reduce the overhead of maintaining  Call Centre equipment
• You do not have to buy call center equipment
• Can handle several numbers (hotlines) at one time
• Call agents can be fully mobile
• Improve productivity by giving agents relevant and timely contact information, and integrate phone controls with the applications