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Call Center Services
FP can help with your call center needs by acting as an extension of your business. Our call center solutions include:
FP Services provides a boutique call center solution and ultimately offers a service-oriented extension of our clients' businesses. Whether a client needs inbound order-taking, inbound customer service, outbound customer support, or e-mail support, our call center provides round-the-clock, live-operator service. The new TeleVantage phone system with IVR technology, call recording, remote call monitoring, and enhanced reporting will further enhance the services available. Specializing in efficient customization for our clients' unique needs, FP offers a flexible, scripted system with 40 fully-equipped phone stations backed up internally by an additional 25 stations in overflow areas.
In order to capture more transactions, FP's computer system allows for real-time payment authorization of credit/debit cards, the opportunity for the caller to provide another payment option should the first decline, and the opportunity for the caller to provide multiple credit/debit cards to complete a single payment.
Phone System Capabilities
- IP enabled infrastructure to allow for remote workers.
- Dual processor, rack mounted Windows based server connected to an uninterruptible power capable of 4 hours of run time.
- Integrated QOS compliance reporting to verify system performance.
- Scalable/turn-key systems to allow unneeded systems to be quickly turned up.
- Robust but flexible to allow a large majority of programming, management and maintenance to be done in-house.
Interactive Voice Response (150 Port IVR)
- Programmable and scalable to meet changing contact center client needs.
- Interface with FP's IBM i5.
- Specific order information provided based on unique information provided by caller.
Voice Recording
- Records all calls either on the trunk or extension side.
- Records in a common file format that can be compressed, stored, and shared either via a website or e-mail.
- Provides agent grading of recordings for employee review.
- Utilizes a user friendly file system for easy retrieval.
- Able to bookmark recordings.
- Able to integrate into call reporting software.
Advanced Call Routing
- Routes to groups/individual based upon DID/DNIS.
- Routes inbound calls based upon caller ID/ANI.
- Routes based upon event/priority/user-defined rules.
Advanced Call Distribution
- Provides a platform for unique announcements to callers based on dialed DID/DNIS.
- Distributes calls to agents based upon identified skill sets.
- Distributes calls based upon unique criteria.
- Distributes calls based on department/user defined rules.
- Allows changes to be made in-house as situations/client requirements dictate.
- Delivers visual alarms based upon unique/global thresholds.
Supervisor Tools
- Manages contact center staff availability (busy, available, absences).
- Redirects calls to overflow staff as necessary.
- Silently monitors Agent calls.
- Coaches Agents on calls with Whisper and/or Instant Messaging feature.
- Break-in on a call to take over calls with or without Agent still on the call.
Standardized & Customized Reporting
- Real-time and Historical to provide comprehensive information and statistics of individual and contact center performance and monitor grade of service requirements.
- Flexibility to manipulate and manage data to e-mail, paper, or web-pages and establish remote-access protocols.
- Flexibility for clients to generate custom reports.
- Drill down from global to detailed call data.
In addition, an AT&T set of 9 different reports provide details ranging from length and origin of calls to call completion rates and related matters.
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