Contact Centre solutions

Efficient handling of incoming telephone calls is vital within any contact centre application whether it’s a small team of sales or support agents within an organisation or a large scale contact centre operation that forms the backbone of your business.

Maintel offer contact centre solutions that improve call handling efficiency and give supervisors telephone call statistics to monitor performance such as the time taken to answer calls, how many calls are lost etc

Our Inbound call management solutions allow you to streamline incoming calls to a contact centre and offer the following features;

• Works with both Non-Geographic or Geographic telephone numbers
• On-line access to control or amend incoming call routing in real time
• Comprehensive on-line incoming call statistics
• Call recording of inbound conversations
• Network level IVR (Press 1 for sales, 2 for support etc)
• Call queuing with comfort messages (you are x in a queue etc)
• Call whisper (to advise the agent of the nature of the call before they answer it)
• Calls distributed to agents as they become free
• Calls distributed based on where the caller is calling from
• Calls distributed based on the time of day or the day of the week
• Choose to treat VIP clients differently by recognising their calling number
• Network based voicemail
• Statistics to monitor the effectiveness of different marketing campaigns

Typically our contact centre services will pre-handle incoming calls within our network before presenting them to agents on your existing on-site business telephone system.

However, we also offer cloud solutions that deliver incoming calls to agents without the need for an on-site telephone system including agents working from home or from mobile phone devices.

To find out more, please download our Contact Centre of the future White Paper. 

Contact our team on 0844 871 1122 or use the online enquiry form to find out how contact centre services can work for you.