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Call Centre Agent Tools

Call Centre Agent Tools

Call Centre Agent Tools

The most efficient call centre uses handling tools to measure improvements within the inbound call flows.

Clever call centre agent tools builders are similarly constantly looking for ways of improving the call centre experience and the common statistics that are monitored; average call waiting times, abandoned rates, agent scores.

All aim to monitor closely any customers call queue’s, ultimately surveying in an instant and overall at all times…‘the caller’s experience’.

We can offer you a feature rich easy to use secure platform that provides you with a visual call flow chart with multiple exits to cover possible routes for callers given line condition responses.

Features allow for the ability to control all your calls covering bank holidays; Christmas/Easter, setting opening times, and applying Auto-Disaster Recovery exists to best support callers needs no matter the emergency.

Handling your inbound using the advanced platform features means maximising your virtual numbers functionality and answering capabilities.

Missing no calls, no-one experiencing engaged, handling unanswered, queuing otherwise busy tone callers on-hold or in a queue allows you to set a quality of experience target.

Hunting calls, forwarding, call recording and voicemail, day, date, postcode, area, town, individual mobile, complex routing plans are all possible.

Voice recognition, IVR or DTMF enhanced can offer you the call centre manager to interact virtually.

By controlling & changing the numbers flow of calls plus offering really useful practical, DR enhancing, agent skill utilizing, robust, call recorded, post-call survey, superior IVR, and much more, we take pride in our inbound expertise.

We are here to not just take an order but understand your goals and suggest new feature rich – Inbound call handling platform technology, perhaps API integration driven solutions.

Experience counts, we talk directly plainly and commercially, do you really need ‘whisper’, ‘home agent’, ‘monitoring the real voice’, ‘post-call agent surveys’ by text/sms satisfaction (or by staying on the line) IVR / DTMF / Voice Recognition.

With many of our features included at no extra cost, into one simple pence rate, we recommend you make the most of them to ensure your callers experience is as cloud reliant as possible.

Automatic DR features like line response can detect faults (note this is not 100% fool proof) automatically for no dead tone response. We find often Disaster Recovery features and pre-built DR call plans are rarely addressed properly even by the largest carriers.

Features to unify and enrich can only enhance the real voice of your agents role to fulfil the callers goal – whatever that may be.

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If you would like to talk to one of our team to get any point clarifying please do not hesitate to contact us.
Call us now on 0800 692 7000 or email new@08uk.co.uk so we can call you back.