We provided our RPS Communicator package with enhanced call centre features. As part of the package Supervisors are assigned advanced features such as Call Monitoring where they can listen, whisper or barge calls. This has been incredibly useful for training new staff.
The three business numbers are routed to queues containing the relevant department agents ensuring calls are answered promptly, if these agents are busy calls fail over to other staff meaning they never miss a call.
As part of their bespoke solution we worked with the companies CRM provider to integrate a screen pop facility, this means as soon as an agent takes a call they can see the callers’ information and notes.
It was important for Vita to be able to record and retrieve calls easily so assigned users log into the RPS Portal where they can see all the calls that have been made to the company with a breakdown of which number was called, which extension answered, the duration of the call and time of day. They can also pull these down as reports and retrieve call recordings to listen back to where necessary.
