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10 good reasons to choose for us

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in-house call centre support

Experts who reside in our building maintain our IT infrastructure.

  • Quick intervention in case of technical issues
  • Customised call centre software
  • Maintenance of workstations
  • Permanent monitoring of the servers

disaster recovery plan

We prevent data loss in case of serious unforeseen circumstance by following main measures:

  • Daily back up of all data
  • Off-location storage of the back-ups
  • Two physically distinct locations capable of operating separately
  • 3 PRI’s connected to the telephony network to back up the VoIP solution
  • Two trustworthy telephony providers
call centre technology

predictive dialer

The Predictive Dialer we use automatically calls the phone numbers of a database. Operators are as a consequence more productive in the sense that they do not waste time on composing phone numbers, waiting for the phone to be picked up, dialing fax numbers,...

  • Projects and campaigns (eg: dialing a certain city) can be easily defined and altered. This allows a great flexibility for the project
  • Flexible defining of questions and possible answers enables us to collect the answers rapidly
  • The caller’s information is displayed automatically on the screen. Our operators have all details about whom they are talking to before the call actually starts. This way, they can address the caller personally and register their data with a simple click on the button

soft phone

In the VoIP environment, all operators use a soft phone. The choice to do so was inspired by following factors:

  • Our operators call hands-free and can enter or search data on their workstation simultaneously
  • The soft phone is fully compatible with the Predictive Dialer and both cooperate smoothly: automated calling, collecting data for statistics, collecting answers from callers
  • Easy set-up of the profile of new employees
  • When the soft phone upgrades, we also have the latest features available without further investment
  • Besides, the soft phone is connected with a user profile instead of with a workstation. This implies that our operators can easily change places. The flexible moving of our operators according to the project they are working on makes the overview in the call centre much clearer
  • The use of a soft phone eliminates high expenses on VoIP phones
  • In order to reduce noise canceling, we use GN Netcom headphones
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state-of-the-art technology

Our premises are equipped with state-of-the-art call centre technology. Besides user-friendly end-user interfaces, we have invested considerably in the core of our IT infrastructure to guarantee a permanent (24/7/365) service and protect your business-critical data.

advantages of a VoIP call centre

The telephony infrastructure of euroccor is based on VoIP technology. We use a soft-PBX to replace the functions of a PABX in an IP environment. In general, the use of VoIP implies following advantages:

  • Integrated telephony with web-based software
  • Drastically reduce the costs of phone calls
  • A quality that equals the PSTN phone calls
  • Create real-time statistics of incoming and outgoing phone calls
  • Send of voice mails by email
  • Track the origin of inbound calls
  • Easily assign and manage the operators who are working on the call centre projects
  • Highly flexible environment to suit the needs of multiple projects
  • Easy management of call centre agent groups

call routing

We use physical numbers in Belgium for inbound call routing. The system offers following capabilities:

  • A.C.D.-functionality
  • Skill-based routing
  • C.T.I.-connection
  • Remote listening facilities
  • Call Management System

call recording

All calls are recorded and are accessible for our clients via a web tool. Calls can be stocked for as long as the client deems necessary. The search function allows finding calls per agent, date and time or per calling number.

IVR capabilities

The extended IVR capabilities the system offers are:

  • inbound welcome messages
  • selection outbound IVR calls
  • number recognition
  • outbound routing (e.g. to another call centre) alternative outbound routing
  • Emergency box: empty IVR message that can be replaced by a message at any time
  • Pre-requested routing
  • Automated survey.
  • All calls and choices made can be reported
  • The IVR structure can be changed any time.

ACD capabilities

These include:

  • call queue management
  • call monitoring
  • call recording
  • queue length prediction
  • exit with key