Call Centre

Call Centre Products and Solutions
Host Contact Centre Software, for Effective-Channel Engagement,  Buy Call Centre from Talk Numbers for one of the best customer interaction software

Everything now is about customer engagement, keeping your customers loyal to you services and products.

Otherwise it is One click and they are off

Whether you are selling a products or services direct or on behalf of a client

Its all about the 3 Keeps

Keep customer Engaged
Keep customer Loyal
Keep customer Happy

If you don’t somebody else will

Products

Digidesk Effective multi-channel customer engagement Hosted contact centre software to manage contacts across: Voice, email, live chat and social media With our Centre Solution

Hosted contact centre software to manage customer contacts across voice, email, live chat and social media channels.

• Universal Queue
  All customer contacts, across voice, email, live chat and social media channels, enter our platform through a universal queue. Advanced workflow then distributes each contact effectively across a team of multi-skilled agents.
• Voice
  Manage your voice enquiries through network level IVR, call queuing and skill-based routing. All voice calls are tracked by a series of live wallboards and agents can manage the voice interaction through a powerful agent workplace.
• Email
  Customer emails can be distributed across a team of dedicated or multi-skilled agents. Agents can review the conversation history, notes and customer record, before responding via free text or a saved template.
• Live Chat
  Live chat sessions can be initiated from your website and managed by the universal queue. Agents can accept chat requests and engage with your customers in real-time. The full chat session is recorded in our comprehensive audit trail.
• Social Media
  We monitor all social media channels to help identify and prioritise customer service tweets, posts and comments. Agents can effectively respond through public and private messaging to resolve social customer service enquiries.
• Agent Workplace
  Our advanced agent workplace helps agents to review new contacts, conversation history, agent notes and customer details before responding through public or private messages. Full CRM integration is available.

SOCIAL Social media monitoring, analysis and engagement Market-leading social media monitoring,analysis and engagement platform Optimise your social customer care With our Call Centre Solution

• Monitoring
  Monitor for brand mentions across social channels, including Twitter, Facebook, YouTube, Instagram, Google+ and more; with the ability to ‘listen’ for mentions across the wider web, forums and review sites.
• Anaylsis
  Powerful sentiment analysis and text analytics, with the ability to identify mentions from key customers and influencers. Track social activity through a series of live wallboards, with over 20 separate widgets to choose from.
• Work Social
  Set up workflow to help identify key mentions, prioritise and assign to a specific team or agent. Workflow can identify key words and phrases or high authority posts to help optimise your response time.
• Engagement
  Our advanced agent workplace helps agents to review mentions, conversation history, agent notes and customer details before responding through public or private messages. A ‘split screen’ mode is also available.
• KPIs and Reporting
  KPIs are available at agent and supervisor level, showing live stats on volume, completion rate and performance against an SLA. There are also daily, weekly and monthly reports tracking team and agent performance
• Publishing
  Publish and schedule posts, across multiple channels such as Twitter and Facebook. All posts can be reviewed via the live calendar. Publishing reports show top performing posts, engagement stats and follower growth.

C-STATS  Multi-channel VoC surveys in real time  Measure customer satisfaction across multiple channels. Monitor the Voice of your Customer (VoC) in real-time. with our Call Centre Solution

Measure customer satisfaction across multiple channels. Monitor the Voice of your Customer (VoC) in real-time.

• Multi Channel Surveys
  Measure customer satisfaction across voice, email, live chat, social media, web, SMS and face-to-face channels through a single platform. Campaigns can be triggered post-interaction or through bulk send.
• Post Call IV Survey
  Customer calls can be transferred into an automated IVR survey, which asks a number of questions and captures verbatim comments. An agent desktop application helps track agent, customer and other related fields.
• Face to Face Survey
  Our auto SMS solution identifies all customer calls from a mobile phone number and can automatically send out an SMS survey request, post-interaction. This simple solution removes agent control and combats ‘cherry picking’.
• Live Wallboards
  All survey question scores and verbatim comments are delivered to our wallboards in real-time. A series of live views can be set up to monitor the Voice of your Customer (VoC), with over 20 different CSAT widgets available.
• Text Analytics
  For every verbatim comment, we use advanced NLP (Natural Language Processing) to automatically identify positive and negative comments. With keyword tables to identify complaints, agent praise and other key topics.

Solutions

AUTO SMS

Explore our innovative Auto SMS survey solution with our Call Centre Solution

START CAPTURING POWERFUL VOICE OF THE CUSTOMER (VOC) FEEDBACK RIGHT NOW, THROUGH POST-INTERACTION SMS SURVEY

We simply identify all inbound calls from a mobile CLI and automatically trigger a personalised survey request via SMS. All completed survey scores and verbatim comments are delivered to our live VoC wallboards, in real-time.

Track all SMS surveys sent, uptake, completion and a range of key CSAT metrics, with powerful reporting. Monitor all verbatim comments, with advanced sentiment analysis, text analytics and real-time alerts.

Remove agent control or ‘cherry picking’ Virtually zero set up and integration required Choice of multiple SMS surveys to send out Range of wallboards to review feedback in real-time Automatic daily / weekly / monthly reports via email Available across 20 European and Worldwide countries

TWITTER DM SURVEYS

Powerful VoC feedback from Twitter with our Call Centre Solution

GET TARGETED CUSTOMER EXPERIENCE FEEDBACK FROM YOUR TWITTER FOLLOWERS RIGHT NOW, THROUGH OUR AUTOMATED DM SOLUTION.

Simply connect your Twitter account, upload your followers and look to target specific accounts to send out surveys via DM. Create your own web-based survey, with a range of specific questions and ability to capture verbatim comments.

Set up a schedule and automatically send out personalised survey requests via DM to your targeted accounts. Track all completed surveys, scores and comments in real-time through a range of live wallboard and reports. Analyse all verbatim comments, with advanced sentiment analysis and text analytics, with real-time alerts.

Leverage your Twitter followers for powerful CX feedback Send out bulk DM surveys or manage an on-going campaign Virtually zero set up and integration required Choice of multiple, personalised DM surveys to send out Range of wallboards to review feedback in real-time Automatic daily / weekly / monthly reports via email

FACE TO FACE SURVEY

Capture feedback via mobile, tablet or kiosks with our Call Centre Solution

GET TARGETED CUSTOMER EXPERIENCE FEEDBACK FROM YOUR TWITTER FOLLOWERS RIGHT NOW, THROUGH OUR AUTOMATED DM SOLUTION.

If you have a physical location with customers on-site, that’s a great opportunity to gather face-to-face feedback. We can work with you to develop a bespoke application and capture customer feedback through mobile, tablet or kiosks.

The tablet can be housed in a range of different stands to provide prominence, branding opportunities and security. Create your own bespoke survey, with a range of specific questions and ability to capture verbatim comments.

Track all customer scores and verbatim comments in real-time through a range of live wallboard and reports. Analyse all customer comments, with advanced sentiment analysis and text analytics, with real-time alerts.

Capture face-to-face feedback from physical locations Fully optimised design for a range of tablets / kiosks Bespoke survey application, with branding options Fully managed set up and installation of solution Range of wallboards to review feedback in real-time Automatic daily / weekly / monthly reports via email

VOICE WALLBOARDS

Advanced Voice Insight Wallboards with our Call Centre Solution 

TRACK ALL OF YOUR INBOUND CALLS VIA REAL-TIME WALLBOARDS

Get real-time insight, across all your inbound customer calls. Review the volume of calls coming in, how many calls are answered, missed or abandoned. Monitor all connected calls and even all calls held in a network queue.

Supervisor dashboards show a range of vital Key Performance Indicators (KPIs), including time-to-answer, average call duration and performance against a defined SLA. We also show live agent status and individual agent performance.

Voice agents login to a Mini App that shows call coming in, their own KPIs and allows agents to control their own delivery number and status. All calls are recorded in our comprehensive audit trail, with advanced reporting.

Track the volume of calls answered, missed and abandoned in real-time Live widgets show calls currently connected and held in a network queue Review each answered call, with individual agent name and call duration Monitor live KPIs, agent status and performance against an SLA Review all calls in a comprehensive audit trail, with a range of reports Agents can review inbound calls, control their status and review stats

Talk Numbers Limited is registered with the ICO (Information Commissioner’s office) for Data Protection under the 1998 Act
Our registration number is ZA309422

If you wish to confirm our identity with ICO please click on the link below and enter the registration number in the search box.

https://ico.org.uk/ESDWebPages/Search?EC=1

A Guide to the General Data Protection Regulation  (GDPR)
https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/

Call Centre Products and Solutions