FocalScope call center software is truly amazing and built to support single location setup as well as international multi location setup. Within the FocalScope system you can activate all your phone lines using sip trunk. The entire platform is built on the latest technology and within the existing FocalScope framework. The entire solution will form a virtual platform for your organization, so staff can freely move around to any office location and phone calls will follow.
Interactive voice response (IVR) is an important component of any call center software. It provides customers with quick route to the correct team, for example, “Thank you for calling [insert your business name]. Please press 1 for Sales, 2 for Customer Service, 3 for Other Enquiries”. With FocalScope multi-level IVR (phone trees), you can route customers to the right agent or department and provide recorded responses for frequently asked questions. It is easy to configure and you can modify the IVR menus in FocalScope. It will be instantly reflected on the phone system.
You can set up call flow strategies within FocalScope. You can use the round-robin queues to ensure calls are evenly distributed among the support team members and always routed to the next available agent. Also, this feature can be configured so returning customers will be directed to the agent that previously handled their inquiry. For each phone queue in FocalScope you can set maximum wait time and queue size. This puts a limit to how many incoming callers that will be kept waiting for an available agent. Any new calls that exceed the limit will be directed to second level call queue or voicemail. To give you maximum flexibility you can setup multilevel call queues in FocalScope.
To help your staff add text notes in relation to a phone conversation, we have enabled agent pop-up window that will be activated automatically when the call connects. You can customize the pop-up window and the input fields required. The actual phone conversation can be recorded and the agent notes will be attached to the audio file. From the pop-up window agents can also link the phone conversation back to an existing ticket or even create a new ticket. We give you full visibility and traceability whether your customers connect with you via email, phone or live chat.
Drive sales and get warm leads from your website. Encourage your online visitors to connect with your sales team. FocalScope automated time trigger can push a small customizable callback input form on your website. Once the visitors input their name and contact number, the callback function is activated. The current version of FocalScope supports 2 options for customer engagement. The first option is real-time. The phone system makes an instant callback to the customer and connects the call with the sales agent right away. Simultaneously, the sales rep gets presented a pop up window in FocalScope that give him the visitors trail on your website. The second option is slightly different as the system will send an email to the sales rep with information such as: customer name, phone number and website trail. The sales rep can use the information sent to contact the customer. Both options are great and will help your team to generate a constant stream of warm leads.
Record inbound and outbound calls for easy reference. By monitoring conversations between your agents and customers, not only can you highlight quality service performed by your staff, but you can also resolve customer complaints.
Not all inquiries can be resolved right away on the phone. Therefore FocalScope enable agents to turn calls into a new ticket or link to an existing ticket. It gives you traceability for any customer interaction across email, live chat or phone call.
We keep full records of all the customer and agent interactions across email, live chat and phone calls. You can easily access the logs and filter data based on communication channel, agent and date range. Get a full 360-degree customer view.
Configure business hours and time-zones for each of your teams to indicate your phone support opening hours. Outside business hours calls will be sent to voicemail or AOH flow.
To facilitate after office hour support for your most important customers, you can utilize FocalScope AOH feature that will forward calls to agents on standby duty.
Right from the email received by the customer, agents can use the click-to-dial to call the customer. The same feature is also available for live chat engagement.
Whether it is phone support, email or live chat, agents availability status is visible for each channel. Supervisors can shift agents around for each channel to balance the workload.
We have designed a live data connection between FocalScope call center and Microsoft Excel, so you quickly can filter and analyze your call center data. Statistics within the FocalScope call center captures leading key performance indicators for agents and customers. We have loaded the call center reporting module with a complete set of best practice reports for your easy reference. You can track average handle time (AHT), longest wait time (LWT), number of calls in the queue (CIQ), missed calls, agent performance plus more. You can also modify and customize the reports. Last but not least you can also schedule all the call center reports to be sent to your email inbox automatically.