Pioneering Solutions for Call Centres

Bolton-based independent telecoms company, Comms Consult, has been successful in achieving reseller status with itCampus, an industry leading contact centre technology.

This exciting partnership enables Comms Consult to offer the award-winning suite of software tools to their fast-growing customer base. The pioneering platform offers integrated call centre solutions which are guaranteed to increase productivity and help combat issues that call centres face on a daily basis.

One of the unique features of the software is its ability to analyse speech in real-time; call centre staff can be monitored and guided whilst calls are still in progress. If agents fail to mention certain mandatory phrases or say something they shouldn’t, then the system flags this up on the agent’s screen (and to supervisors) so they can take corrective action. This avoids the potential problem of mis-selling, ensures compliance and supports better call quality.

Furthermore, itCampus answer machine detection is recognised as being best in class and is market leading in allowing the use of detection whilst still remaining fully Ofcom compliant. itCampus helps to increase staff motivation by combining real time voice analysis and feedback with intuitive training methodologies and CRM based tools, such as account and campaign management, calendar control and predictive dialling.

Matt Tomkin, Managing Director at Comms Consult, comments: “We are excited to be bringing this pioneering piece of software to the telecoms industry, allowing our customers to have the most advanced platform available to them on the market.

“By implementing this solution, call centre managers will see a vast improvement in the current rate of outbound calls and can relax in the knowledge that their staff are performing to their best abilities, through the use of this intuitive tool.”

Samantha Hanson, Operations Manager at itCampus said: “We’re delighted to welcome Comms Consult as the latest addition to our reseller programme. Their reputation for great customer service and our award-winning technology are a perfect fit.”

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