The Complete Call Centre Solution
Supplenta develop, install, support and maintain complete call centre solutions based on our CallManager product. CallManager is a suite of applications that deliver a predictive dialler, inbound callcentre, call recording and a full feature phone system. These allow an organisation to run an outbound telesales team, offer inbound call answering and customer services as well as having a complete business phone system. For outbound campaigns CallManager's predictive dialler is fully compliant with all current legislation and best practice. All calls in and out of the centre can be recorded.
Either as hosted solution, or a stand-alone on-site system, CallManager can be integrated with existing phone systems and other enterprise applications to create a seamless inbound and outbound call centre.We have helped many large and small organisations set-up new call centres or improve and update existing operations. We bring to the table extensive contact-centre industry experience.
CallManager is a modular system. It is possible to use just the modules from the set of: Predictive Dialler, Inbound, Call Recording and Phone System as required. We provide an extensive set of tools to manage the centre, provide accurate reports and agent applications, out-of-box, to get the centre running quickly. If required, more extensive customisation and integration services can be provided by our team of developers.
CallManager is used across a wide range of business sectors including financial services, outsourced call centres, sales, business services and the charity sector.
Easy to use
CallManager administration and agent interfaces are really easy to use. By making intuitive interfaces we reduce training time. Agents and administrators can get to necessary functions quickly and efficiently.
All of the screens have been created with an eye to intuitive working. There are no cluttered screens and no deep menus.
A large proportion of the work of a callcentre administrator is to keep things running. We don't believe that it should require a full-time person to attend to matters that can be automated. CallManager has inbuilt a number of processes that constantly monitor performance of subsystems and automatically adjust parameters to keep agents talking. Automatic algorithms maximise data usage by picking the best time to call rescheduled contacts. Inbuilt algorithms remove the need for a dedicated dialler manager.
Hosted Service
The benefits of a hosted solution are many, including the avoidance of expensive on-site server investment. Our hosted solution provides a fully managed service with backups of all critical components. With a hosted centre it is easy to locate agents and administrators in multiple locations or even from their home yet deliver a cohesive operation.
We offer a range of plans on our system from those based on a monthly rental, to ones that operate per day and for ultimate flexibility we have an hourly hosted plan. All plans can be all-inclusive with all call costs to UK landlines and mobiles included in the charge.
Modular
CallManager's modular structure allows you to pick just the facilities you need. It is possible to build and entirely inbound call centre, or a dedicated outbound only call centre or to combine both and in a blended inbound/outbound call centre. Call recording is an option, as is a complete business grade phone system, as part of the call centre operation.
Efficient
Manual dialling leads to poor use of agent time. Predictive dialling maximises talk time. Agents do not have to deal with calls to numbers that are no longer in service, or busy, or not answering. CallManager's dialler filters out such contacts. Calls which need to be rescheduled are automatically dialled at the nominated time. Automatic callbacks reduces the wastage of data. Agents can diary calls to suit potential customers and maintain a high level of service.
Support
Support is critical to smooth running of complex facilities such as call centres. Many systems have to work in concert to maximise productivity. Supplenta prides itself in producing reliable systems. Our development processes have evolved from having decades of experience in developing telecoms infrastructure software.We provide excellent support. During business hours you can call us, or Skype us and our skilled staff will be delighted to help. We also provide out-of-hours critical support and tailored 24 x 7 cover.