San Francisco, CA (PRWEB) June 11, 2012
Easy Office Phone, one of North America’s premier providers of business Voice-over-Internet Protocol (VoIP) phone service announces the launch of its enhanced Virtual Call Center solution, which seamlessly integrates tracking, reporting, and web-based management into the core phone service.
Although call centers are an integral part of business operations across North America, most on-site implementations lack critical components such as detailed performance reporting and on-the-fly management capabilities. Some hardware-based solutions do offer all of these features, but are prohibitively expensive, with the cost running into tens of thousands of dollars. Using a cloud-based approach Easy Office Phone was able to deliver a single-source solution that provides the feature set call centers of all sizes require, with minimal capital outlay and at a very cost-effective monthly price point.
Active Energy, a provider of residential and commercial energy services, utilizes Easy Office Phone’s Virtual Call Center to manage its call queues. Shaun Pennell, Chief Technology Officer, described some of the unique benefits the service provides.
“In the past, when we had employees working from remote locations, integrating them into our call queues was impossible. Staff had to manually answer calls for the remote employees and forward them as needed. With this solution, all of our call center staff are tied together regardless of where they work, and in addition all staff can see at a glance whether their colleagues are available or currently occupied on calls.”
The web-based virtual call center software package offers detailed statistics on performance reporting which, Pennell says, has led to noticeable productivity improvements.
“We’re now able to quickly and easily pull key indicators of performance and responsiveness, such as how many calls each agent is handling, how quickly on average we’re answering calls, and much more. The web-based interface allows us to gather and analyze this data literally with a few mouse clicks,” says Pennell.
The Easy Office Phone solution is custom-built, and uses a powerful web interface to tie together the fundamental elements of a call center, including: the phone service itself; management and administration; detailed performance statistics; and indications of which employees are online and offline – again, even for staff working remotely.
Adam Simpson, CEO of Easy Office Phone, explained that the scalability of the solution means it’s an ideal fit for businesses of all sizes.
“I think call centers are often incorrectly seen as being used exclusively by large organizations, which may have tended in the past to discourage smaller companies from considering them,” said Simpson. “Our platform lets any business take advantage of the power of a virtual call center, and removes the up-front cost barrier. In my opinion this means a greatly expanded market reach for the service.”
Businesses can learn more about the solution by visiting http://www.easyofficephone.com/plans/virtual-call-center.