Technology Inbound

Clever technology allows us to answer calls on your behalf without your customers ever realising they are not talking directly to your own staff.

Here’s How it Works

Computer and telephone integration (CTI) – When you divert your calls to us CTI screen pops the call directly onto our screens allowing our staff to answer your call in your company name with your salutation.

Intelligent Scripting – Intelligent scripting software guides our staff effortlessly through customer interactions and we can build decision making logic into the script. Our software seamlessly links to third party applications and media including databases, contact management systems and the web.

Information Screens – Point and click information screens give our staff easy access to your company’s information. Here we can hold your opening times, staff details, product and service offerings and answers to your most frequently asked questions. We make it easy for our staff to answer your calls smoothly and professionally.

Automatic Call Distribution with Interactive Voice Recognition - Automatic Call Distribution maximizes productivity by recognizing answering and routing incoming calls. This allows for complete automation of the entire call flow process. Incoming calls can be automatically answered with a voice menu, queued then distributed. Announcements can be played to on hold callers. All calls are routed to the most appropriate staff or IVR recorded message systems. Call routing can be based on agent skill levels language products or services

Call Recording – Should you have sensitive calls we can digitally monitor, record, retrieve and analyze our staff conversations for both quality control and training. This can be implemented by using one of our non geographic numbers.

Choose PROFICIENT E SERVICES to handle your calls and our experienced staff will guide you through the process of transferring your calls. We are here to make it easy for you and its simpler than you think!

Technology Outbound

When making large volumes of Outbound calls on your behalf, you want to be assured that our time is spent talking to your customers and not dialing numbers.

Our windows based call management system offers full predictive, progressive and power dialing, real time reporting & scripting, customer scripting and call flow, web enablement, digitized voice recording, both random and operator specific call monitoring and many other unique features.

Our powerful call management system offers predictive, progressive and power dialing; enabling our agents to spend all their time talking rather than dialing. This ensures maximum productivity with excellent results whilst still being an exceptionally cost effective route to market.

Our system is fully web enabled with call monitoring, digital voice recording and real-time reporting. An Internet Explorer front end allows customized call flow and scripting with unrivaled flexibility, which links to our SQL servers for outstanding database integrity and security.

What's more our in-house design team have the ability to build bespoke solutions specific to your requirements.