Control and Flexibility

UK Virtual Call Centres provide all the facilities found in a traditional call centre for monitoring and managing call and agent activity. Our training and scheduling are both automated and online as are our communication and scripting tools.

System generated and customer defined reports based on historical and real time data are designed to measure performance and to track and flag unusual activity. We have the latest call recording equipment as well as remote coaching and supervision tools.

In addition all the normal risk issues are addressed such as the removal of local print facilities and data storage and security.

With UK Virtual Call Centres there are no geographical limitations and with the exclusive use of agents at home there are no staffing restrictions. Traditional call centres need minimum staffing levels to work efficiently, often requiring at least three or four hour shift patterns.

Certain campaigns may benefit from a prime time push for a limited time slot (as little as 1 hour) or might require flexible staffing levels at different times of the day or year. We can manage such spikes in call volumes at much shorter notice than a traditional 'in building' model.

We can identify and locate skills based personnel on demand through our extensive network of agents. In addition, we can offer the ability to blend outbound calling to keep costs under control and optimise agent efficiency.