contact centre - call handling

Contact Centre - Call Handling Technology

Our state-of-the-art UK call centre telephony system includes:

Data recorded onto RAID protected hard drives with nightly back up software to ensure 100% data integrity
UPS (Uninterruptible Power Supply) and generator backed, guaranteeing a 24/7/365 service even in the event of power surges and power cuts
Full CTI integration
State-of-the-art scripting system
Fully internet enabled, giving operators access to client web sites
Latest digital switching technology
Client Response Reports available by email, SMS, fax or post

The answer to all your telephone support needs

The telephone is a critical ingredient in the make up of a successful company. Customers like to hear a human voice at the end of the line. While voice-mail or answer-phones might seem like easy options, research shows 60% of callers will not leave a message on a machine. That’s potentially a great many lost, or at the very least dissatisfied, customers.

At Ansaback, we understand how important it is to the success of your business that you provide a ‘live’ interface with your customers. Not just 9 to 5. But 24 hours, 7 days a week if necessary. That’s why we’ve developed a range of cost-effective ‘live’ telephone answering and call centre services, ranging from contact centre facilities to tele-marketing.

CallScripter Contact Centre Software

CallScripter is a web based Customer Interaction Management software suite specifically developed for modern contact centres, telesales and telemarketing operations. Companies that use the telephone, e-mail or SMS to interact with their customers can gain major cost saving benefits by introducing CallScripter’s dynamic scripting environment into their organisation. The software facilitates the rapid set-up and handling of sophisticated telephone answering services, SMS and Email campaigns.

Initially created by a bureau contact centre to meet its own requirements, CallScripter is designed with efficient customer and contact management in mind. The agent is effectively guided through the communication process with the customer, ensuring that all relevant information is collected in a controlled sequence and saved in the right format at the right location.

Reports can be quickly delivered in a variety of different formats, including automatic generation of letters, faxes, e-mails and SMS messages. CSV files can be produced for importing into other database systems.

Powerful scripting systems enable non-technical staff to create quickly and easily full multimedia call flows for use by the company’s customer facing agents. Colour, sound, pictures, video, hyperlinks and e-commerce products can be incorporated. There are over 100 point-and-click controls and ready-made templates, which allow you to build and amend the most complex campaigns in a matter of minutes - for more info: www.callscripter.com.

Web-based data solutions

Using the latest web-based technology, we can import your database onto our server, enabling our operators to access your client records and provide the kind of informed customer service your own staff would provide. This facility also gives us the ability to build and clean your database in "real time", either while handling order processing or as a separate telephone research exercise.

Other Information:
Ansaback may use call recording equipment for training purposes.

News

Landmark 9,000,000th Call for Ansaback
Ansaback reached a landmark recently, with the 9,000,000th call answered on Friday 15th August 2008.

Ansaback Finance Director Organises 12 hour Music Festival and Wows the Crowd
On 12th July the ninth annual 12 hour music festival took place at Martlesham Heath, Ipswich and Stuart Gordon, the Ansaback FD, was heavily involved in its organisation.

Ansaback Raises Money for Macmillian Cancer
Every year staff at Ansaback vote for a preferred charity, the winner this year to raise money for is Macmillian Cancer.

Institute of Fundraising
Text to come...