mCallcenter
“Virtual mobile call center so you will never miss a call”
Mobitel has introduced a comprehensive call center solution with ‘mCallcenter’ for any enterprise to start and run a professional call center over mobile, with zero capital expenditure.
mCallcenter is a cloud hosted IVR (Interactive Voice Response) supported voice solution which caters to any organization with the need of a professional call center. It is a first level help desk solution to balance inbound and outbound communications so that no one is left waiting, whilst improving agent efficiency and maximizing the value of every customer.
Solution Highlights:
-
Callback facility without showing the caller ID
-
Route callers to the right queue, with the right priority, and route them to the next available agent with the right skills
-
Guide callers through self-service applications or gather caller information needed to identify the best available agent via an IVR
-
View call log records
-
Reduce the overhead of maintaining commercial office space for large call centersOrganizations may not hire specialized call center agents
Mobitel now offers flexible payment plans, personalized prices and discounts. (Conditions apply, Solutions subject to customization and may differ from advertised).
Please contact our solution consultants on 0711717171 or
mbs@mobitel.lk for more details
FAQ
1. What is mCallCenter?
mCallcenter is a cloud hosted IVR (Interactive Voice Response) supported voice solution which caters to any organization with the need of a professional call center.
2. What are the key features of a mobile call center system?
Key features include call routing, call recording, call log reporting, Agent management and Queue management.
3. What hardware or software is needed for a mobile call center system?
Typically, you need mobile devices (smartphones or tablets) that can be inserted with a Mobitel sim for agents and a computer to login to admin portal via any internet browsers.
4. Is it possible to handle both inbound and outbound calls with a mobile call center system?
Yes, mCallCenter support both inbound and outbound call functionalities.
5. What is the procedure to get this service?
Once a corporate customer agrees to continue with the service, Account Manager MUST provide, duly filled application form, signed mCallCenter Solution agreement, IVR prompt in MP3 format from the customer.
The complete document list to be submitted to Enterprise Support/ Consumer Sales Coordinator, to carry out solution activation process.
6. How does mCallCenter system benefit businesses?
It enables greater flexibility for remote and field agents, enhances customer service, and increases productivity as agents can access the system from anywhere. Furthermore, the fees are structured as monthly rentals, allowing users to comfortably afford the service
7. How much does mCallCenter cost?
Option 1
Incoming calls will be recorded automatically, outgoing calls will only be recorded with the use of a prefix
|
Description
|
Billing Frequency
|
Amount
|
|
Setup fee (per one call center)
|
One-time
|
Rs. 15,000.00
|
|
Rental (support up to 10 agents)
|
Monthly
|
Rs. 5,400.00
|
|
Charge per additional agent
|
Monthly
|
Rs. 250.00
|
|
Charge per call queue if more than one (First call queue is free)
|
Monthly
|
Rs. 500.00
|
|
Call Recording facility
|
Monthly
|
Rs. 7,000.00
|
Option 2
Incoming and outgoing calls will be recorded automatically without using a prefix
|
Description
|
Billing Frequency
|
Amount
|
|
Setup fee (per one call center)
|
One-time
|
Rs. 65,000.00
|
|
Rental (support up to 10 agents)
|
Monthly
|
Rs. 12,750.00
|
|
Charge per additional agent
|
Monthly
|
Rs. 250.00
|
|
Charge per call queue if more than one (First call queue is free)
|
Monthly
|
Rs. 500.00
|
|
Call Recording facility
|
Monthly
|
Rs. 7,000.00
|
8. Can the customer use the service without an IVR?
Yes. Customers can use the service without the IVR. All the other functions will work as in the standard service.
9. Does the agent have the facility to transfer a call?
Yes.
Option 1- Agent Transfer: When the call needs be transferred to another agent
Option 2 – Queue Transfer: When the call is transferred to a different queue
Call transfer feature has certain technology limitations as it works on best effort basis. (Depends on phone model and radio signaling configurations in agent location. It works best only in smartphones)
10. Can agents differentiate their private calls and calls coming from the hotline?
Yes. Agents can add a prefix for the calls from the hotline. This option is available in the admin interface.
In the home page change the CLI in to the 8892 from default mode.
The calls from the hotline number will be displayed by the CLI with the 8892 prefix.
will be replaced from 0/zero
E.g. 8892712345678
11. Can agents call back to their callers with the CLI of the Hotline number? If so, how?
Yes.Agents can call back with CLI as calling back from their hotline.
Agents should dial the customers’ number with 8 before the mobile number.
Ignore 0/zero and dial the number.
E.g. 8712345678
12. What are the methods available to agent log in / log out?
I. From the admin interface
II. From a SMS
To log in - type ‘login’ and send a SMS to 3355
To log out - type ‘logout’ and send a SMS to 3355
13. What is the minimum agreement period to use mCallCenter?
Minimum agreement period is one year.
14. How can we purchase or get more details on mCallCenter?
