SGC Call Centre

Standard Global Communications Call Centre Solution is a powerful and feature-rich multi-channel contact centre implementation designed to optimize the handling of inbound and outbound calls in an organisation.

 

This is achieved through these service features:

  • Efficient call handling
  • Customisable reports
  • Skill based transfer
  • Free seating
  • Interactive Voice Response (IVR) Systems
  • Automatic Call Distribution (ACD)
  • Campaign management

 

 

  • Visual dashboard & supervision
  • Call notification popups
  • Voice recording
  • Conferencing
  • Do Not Disturb (DND)
  • External CRM integration capabilities

SGC Call Centre Technical Diagram

SGC Call Centre’s advanced browser-based interface provides large scale, complete and integrated set of options to handle multiple calls through different incoming channels. It can also be utilised as a powerful telemarketing tool to promote various offers, promotions and value added services to customers.

Implementation of the automated computer telephony integrated application leverages the call centre capabilities and thereby enhances customer satisfaction resulting in increased revenue opportunities.

Standard Global Communications Inbound Call Centre Solution

The SGC inbound call centre solutions completely controls the routing of incoming calls and ensures that the calls are managed effectively and efficiently to provide the best customer interaction.

Benefits

  1. Automatically attending incoming calls
  2. Handles customer requests quickly
  3. Facilitates smooth helpdesk management

 

Full-fledged reports of incoming calls are available to the supervisor, thereby allowing them to analyse agent performance, productivity and streamline call centre operations to a large extent. With proportional routing, call processing time is faster and call centre agents can deliver highly personalised experience to customers.

SGC Outbound Call Centre Solution

The SGC outbound call centre offers the capability to process the dial-out to multiple customers ─ all automatically. Equipped with innovative features, the system enables to handle the outbound telemarketing and promotional needs with utmost ease and convenience.

Benefits

  1. Telemarketing services
  2. Lead generation
  3. Notifications/announcements

 

Supervisors can view the real-time status of the predictive dialling, they can add, modify or delete campaigns, record the interactions and view the comprehensive reports. Outbound calls can also be connected to an agent for an elaborate assistance.