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Call Management

Solutions provided by Charter UK enable companies worldwide

Call Management

Call Management is vital to maintaining successful business relationships. Providing accurate and timely information in a professional manner is the key to any call management operation.

But the flexibility to change is just as important in this dynamic business environment. Call centre management software was designed with this concept from the very beginning. That is why call management, with unique and changing requirements, have chosen and continue to use the right software as their solution.

The UK is no stranger to call centres and the use of call management. There has been an 80% growth within the industry over the last 10 years which has meant that call centres have touched our lives in many various ways, not least booking cinema tickets, reporting fault or getting banking information, as well as providing the country with hundreds of thousands of jobs.

The forecast for growth in the industry is 40% over the next 5 years as customers demand more from companies in terms of speed and service.

Call management normally operates with "over-square" working, which means that there is more exchanges lines than agents. The role of the call centre agent is not only to answer the call but also to take orders and answer queries. Call centre agents can sit together, be distributed throughout a company or work from home.

Call management technology ensures that calls are distributed evenly either to longest waiting agent or by skill based routing, depending upon the complexity of your business.

What are some of the benefits of a call management team?

• Telephone operator training
• Manage help desk call operations efficiently
• Real time workflow and workforce planning
• Staff scheduling and training
• Improve abandon rates
• Powerful call centre solutions tool

So as the business world continues to progress, it would be ideal to keep up by using the most updated software provided to increase customer satisfaction, and to run smooth flowing call management.