Call Centre Solutions
Call Centre Solutions
“The proof of the pudding is in the eating.” Our Call Centre Solution has allowed many of our clients to save time and money while reaching their business goals with a hassle-free Call Centre System.
Powerful Phone Systems
Defero deploys a highly scalable management, monitoring and reporting suite, with over 200 quantitative metrics available.
You can measure budget targets, SLA targets, agent activity and more, with a level of details that goes down to listening to any call on any queue – and right from your browser.
Call Centre Solutions Features
- Supports unlimited queues and campaigns.
- Available in multiple languages.
- Compute over 200 metrics for calls, agent activity and efficiency.
- Fully integrated WebRTC softphone.
- Scheduled reporting via email.
- Single and multiple reporting for queues/campaigns.
- Weekly activity breakdown in days, hours.
- Measure business targets against SLAs.
- Measure staff performance on ACD/non ACD activities.
- Customizable QA forms for live/recorded call grading.
- Complete performance reports by agent and by queue.
- Listen to live/recorded calls also remotely
- Export reporting data to MS Excel, CVS, XML.
- Detailed real-time activity reporting with definable alarms.
- Remote working features and support.
