Call Handling / Call Centre Software

[Tony Angelino]

Afternoon all.

Does anybody out there have any experience of call centre software please? I am responsible for a sales team of 12 handling 800-1000 calls per day, vast majority inbound via an auto attendant. My call flow is as follows:

Initial call Rotary group 15 seconds (8 agents, taking calls on a rotary basis)
1st Overflow Collective group 45 seconds (the 8 agents from the rotary group plus a further 4)
2nd Overflow Collective group Until answered (the 12 agents from the above 2 groups plus a further 6)

My main priorities for the phone software are:

• Alert us to abandoned/missed calls (customers who go through the auto attendant, hit the sales desk and then don’t get picked up) in realtime.
• Allow screen pops when calls from specific numbers/geographical areas/specific groups etc. come through.
• Historically monitor agents performance (in terms of calls answered versus calls presented etc).
• Ideally realtime tracking of agents performance.

I have been trialling Cronicall from Xima https://ximacare.ximasoftware.com/hc/en-us/categor... , but the price keeps going up and up so wanting to look elsewhere. Anybody have any recommendations please?

Thanks in advance.

(Put in business section, don't know if it would be better in the computer section?)
thanks

[rasto]

I used to work for these guys: http://www.rostrvm.com/

Small UK independent with very feature rich offering, not sure on pricing as I was on the development side but I know we had similar sized call centres to you when I worked there. I think they offer a 'cloudy' option too now.

Edit: If you do speak to them, feel free to mention my name

Edited by rasto on Wednesday 20th July 13:08