Call center solutions for El Paso businesses
Queues, skills-based routing, supervisor tools and outbound dialing on the same phone platform TechBit Solutions already provides, for El Paso businesses whose callers are waiting or giving up.
What this covers
Call center capability on the phone system TechBit Solutions provides: queues, routing by skill, supervisor tools and reporting, for inbound calls, outbound calls, or both.
It is the same platform as the ordinary phone service, so a business can start with phones and add this when call volume justifies it, without replacing anything.
Inbound: getting the caller to the right person
- Queues with position and wait announcements, so a caller knows where they stand
- Skills-based routing, so a Spanish-speaking caller reaches somebody who speaks Spanish
- Ring groups that try several people at once or in order
- Overflow rules for when everybody is busy, including to a mobile
- After-hours routing that changes by time of day and by date, so holidays behave
- Callback rather than hold, where a queue is long enough to warrant it
- Voicemail as the last resort rather than the default
Outbound: more conversations per hour
For teams whose job is calling out, the platform dials so the person does not have to, and connects them when somebody answers.
- Automated dialing from a list, with the agent connected on answer
- Local presence, so a call to a 915 number shows a 915 number
- Call outcomes recorded against each attempt
- Retry rules, so a no-answer is tried again at a sensible interval rather than immediately
- Do-not-call handling built into the process rather than kept in somebody's head
What supervisors get
- A live view of who is on a call, who is available, and how long the queue is
- Listening in, and coaching where that is appropriate and disclosed
- Per-agent and per-queue reporting across the day, week and month
- Abandoned call figures, which is usually the number that changes decisions
- Recording and search across every conversation
Who it is for
- A clinic or practice where the phone is the front door and callers wait
- A distributor taking orders by phone against a cut-off time
- A collections or accounts team calling out all day
- A service business whose dispatch line cannot go unanswered
- Any team where the answer to "how many callers gave up yesterday" is a shrug
The problem it solves
Without a queue, a busy line is a lost caller. They do not leave a voicemail and they do not try again; they call the next business on the list, and you never learn it happened.
On the outbound side the problem is arithmetic. A person dialing by hand spends most of the hour listening to ringing, wrong numbers and voicemail. Automating the dialing does not make anybody work harder, it removes the part of the job that was never worth a salary.
Getting started
The first conversation is about how calls should flow, drawn out on paper before anything is configured. See business phone systems for the underlying platform and call analytics for the reporting.
Call TechBit Solutions at (915) 629-8888.
Questions we get asked
We are eight people, not a call center. Is this relevant?
Quite possibly. The label puts people off and it should not. If your callers regularly wait, get passed around, or give up and hang up, then you have exactly the problem a call center system was built to solve, whether there are eight of you or eighty. Plenty of the El Paso businesses running this have fewer than fifteen people.
Will callers get stuck in a menu?
Not if it is built properly, and we take that personally. A menu should be short, always offer a route to a human, and never loop. We would rather build you three options that work than nine that make people hang up.
Can agents work from home?
Yes. The system is cloud-based, so all anyone needs is a laptop or a phone and a connection. Supervisors see the person working from home in Horizon City exactly as they see the one sitting down the hall.
Does the outbound dialer break telemarketing rules?
The rules on automated dialing, call times and do-not-call lists are real and they carry penalties. We will configure the system to match whatever compliance position you have decided on. Deciding what that position is belongs with your attorney, and we will say so rather than guess on your behalf.
How long does it take to set up?
Simple inbound routing takes days. A full contact center with queues, skills and reporting is usually a few weeks, and most of that time goes on deciding how calls should flow rather than on configuring anything. That thinking is the valuable part, so we do not rush it.