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| Broad-Connect Telecom provides Hosted Call Centre Solutions to all types and sizes of businesses. We offer the features, services, and training to get your company or department operational in as little as 48 hours. With our deep implementation experience and relationships with customers and partners, we capture business intelligence about our performance that is cycled into our solutions portfolio. We strive for customer success and service excellence 24/7 whether you are a business start-up, a mid-size operation, or a division of an enterprise. And because we pioneered hosted solutions, we understand the nuances of outsourcing, process integration, and service level management. |
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Call Center Agents
Call center agents can perform call-control and agent state control functions directly from their desktops for IP phones, analog phones or BroadWorks Communicator softphones. Simplified interfaces let call center agents answer, direct and complete calls more quickly to increase productivity and improve the caller's satisfaction level. |
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Call Center Supervisors
Supervisors are able to monitor and record agent calls and determine training gaps and requirements. With the advanced reports available, supervisors can determine appropriate staffing levels to manage costs while effectively handling busy hours. |
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| View flash demo >> |
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| Download datasheet >> |
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 Missing calls and customers going to voicemail. |
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Adding phones and hiring staff to meet growing demand. |
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Frequent phones system outages. |
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Poor voice quality. |
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High cost due to longer calls. |
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Data input by customers into IVR lost. |
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Lower productivity
without screen pops or click to dial. |
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Customers can't get
through during peak hours. |
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Reps dissatisfied and unproductive. |
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No office space to quickly expand call center. |
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High cost of repeat
inquiries and transactions. |
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Low staff morale due to repetitive workflow. |
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Every call is answered, capturing all leads and sales. |
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Customers are routed to the correct person. |
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Quick response and availability builds customer loyalty. |
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Hosted at premier telco hotel facility, using reliable phone technology (TDM). |
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Calls routed to any device with a dial tone. VoIP available, if necessary. |
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Voice and data integration shortens call time with screen pops and click-to-dial. |
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Automated data entry into CRM from IVR. |
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Remote agent feature allows and staff to answer overflow calls, at home or in the office. |
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Cost reduced for peak calls and after-hours support. |
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Improved staff retention and productivity. |
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Additional agents hired without additional office space. |
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Easily resolve disputes by verifying customer-staff interactions. |
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Improved training with real world scenarios. |
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Protection against malicious litigation. |
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| Broad-Connect’s call center solutions applied to your operations deliver high-impact results for: |
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First-time automation of customer service and technical support functions |
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Extended call center infrastructure across boundaries—at home, onshore, and offshore |
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Transformation of existing businesses into full service call centers with new revenue streams |
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Customer intelligence through integration with customer relationship management (CRM) applications |
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Business continuity options in a time of disaster or high risk |
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Telemarketing |
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Customer Service |
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Technical Support |
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Collections |
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Disaster Recovery |
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Notifications |
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