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CALL MANAGEMENT SERVICES
- TimeDayDate –Routes calls to different locations according to the time of day. Keeps you open 24 hours, and allows you automatically to switch to automated answering.
- GeoRoute - Routes calls according where they are made. Gives a ‘local’ feel to calls and allows you to route calls to the nearest outlet or service centre.
- Busy/RTNR – Diverts calls to an alternative answering position if the primary location is busy or doesn’t answer. Ensures all your calls are answered, however few your answering points – you can even divert calls to a mobile phone!
- Call Ratio - Routes calls to different locations based on percentage of total call volumes received. You can distribute the number of calls across multiple call centres to make best use of resources in each location.
- CallerDefined – Routes calls according to their specific CLI, Caller Line Identifier (number), or partial CLI. Specific groups of customers can be treated differently, for example a database of ‘gold’ customers can be maintained and their calls routed to specific agents.
- DisasterCall - Stores a number of pre-defined alternative routing plans which can be activated on demand, either on-line or by phone through Coach House Communications’s 24-hour service centre. Vital for providing contingency plans in the case of unexpected loss of answering capability at one or more answering points.
- CBR Update - Adjusts the volume of calls to different answering centres according to staffing levels, on request via Coach House Communications' 24-hour service centre. You can set up immediate arrangements to cater for unplanned surges in call traffic and loss of staff through unexpected absenteeism.
- Queue Manager - Allows you to queue calls in the network when all your answering capacity is busy. Gives extra answering capacity for smaller sites without call queuing equipment - maximum level of 3 callers queuing.
- Announcement - a standard courtesy announcement to the caller in the eventuality of it not being possible to answer the call. Improves customer service by informing the customer if all lines are busy or your office is closed, rather than them receiving an engaged or endless ringing tone
- PassiveMessage - Answers calls with a recorded message. Tells customers when you are open and how you can be reached if you’re unavailable to answer
- Voicemail - Automatically answers calls and allows the caller to leave a recorded message. Enables you to capture orders out of hours or when all your operators are busy.
- IVR – Auto attendants, single or multi level, can be programmed and managed at network level to ensure efficient call handling and accurate delivery of enquiry.
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