Hosted Contact Centre Solutions

Ultra’s complete scripting package is an easy to use scripting solution that allows the call centre to have multiple campaigns either outbound, inbound or both with call blending.

This means agents are able to work on more than one campaign at a time, with the correct script presented each time.

The Ultra scripting package allows easy transfer between outbound and inbound calls (call blending), improving agent productivity and reducing overall FTE required.

The scripting also supports script flow, where a response leads to the next relevant question. Ultra’s network solution also supports and integrates with your existing CRM/scripting package if desired.

First call resolution is an important key challenge to improving customer satisfaction and experience for call centres.

The absence of this resolution has been found to account for a minimum of 30% of a call centres operational cost.

Ultra’s network solution allows call centres to:

• choose those agents best able to answer specific calls
• prioritise and divert calls according to agent skills set
• improve customer interaction with the IVR and ACD functionality
• reduce hold times through efficient and intuitive routing with Ultra’s network ACD.

Ultra’s network solution is a location independent solution, lending itself to remote or home workers.

From an operational cost and also from a life-work balance perspective, remote working is on the increase in the UK.

Ultra’s network solution supports a virtual call centre operation which includes multiple sites, remote and home workers as the agent only requires a windows based PC and a PSTN phone to be fully operational.

Combine this with Ultra’s real-time monitoring, reporting and comprehensive support functionality (included as standard), and Home working becomes a very viable solution for the call centre.

Various functionalities built into the Ultra network solution support and enhance agent training and effectiveness.

The Computer Telephony Integration (CTI) functionality allows the agent to access customer data quickly and efficiently allowing an agent to deal with customer requests.

Multiple scripts allow the training time to be reduced as many of the answers can be in-built to the script to assist the call resolution by the agent.

The Voice Recording (VR) functionality allows customer transactions to be recorded and retrieved for internal agent training, and the real time monitoring and reporting functionality with Service Level Alerts (SLAs) determined by you if required, means the whole agent-customer process from pick-up to wrap time can be made more effective.