Increased Productivity
The functionality built into Ultra’s Complete Call Centre Solution and the ease of deployment results in your agents spending 45-50 minutes in every hour in productive talk time, compared with just 15 minutes talk time in traditional manual dialling centres. Productivity is further enhanced by the scripting software, ACD and other functionality aimed at supporting agent effectiveness, such as skills based routing and scheduling of customer call backs.

Multiple Scripts Solution
Ultra’s complete scripting package is an easy to use scripting solution that allows for multiple scripting. This means agents are able to work on more than one campaign at a time, with the correct script presented each time. The scripting package allows easy transfer between outbound and inbound calls (call blending), improving agent productivity. The scripting package also supports scriptflow, where a response leads to the next relevant question. Ultra’s Complete Call Centre Solution also supports and integrates with your existing CRM/scripting package if desired.

First Call Resolution
First Call Resolution is an important key challenge to improving customer satisfaction and experience for call centres. The absence of First Call Resolution has been found to account for a minimum of 30% of a call centres operational cost. Ultra’s Complete Call Centre Solution allows you 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, and reduce hold times through efficient and intuitive routing with Ultra’s Predictive Dialler.

Home working (Homeshoring)
Ultra’s Complete call Centre Solution is a location independent solution, lending itself to home workers. From an operational cost and also from a life-work balance perspective, home working is on the increase. Ultra’s system supports home working as the agent only requires a PC and a PSTN phone to be fully operational. Combine this with Ultra’s real-time monitoring reporting and support functionality (included as standard), and home working becomes a very viable solution.

Training
Various functionalities built into the Ultra Complete Call Centre 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. The Voice Recording (VR) functionality allows customer transactions to be recorder 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.