Technology and capacity
Expolink's outsourced call centres deliver a 365-day service that can take over 20,000 calls a day: Promptly, efficiently and professionally.
We know that you demand the highest standards and firmly believe that exceeding these standards on a daily basis will enrich your relationship with your customers. Think of us as an extension of your company. Tell us how you want our highly trained, experienced contact centre colleagues to respond to calls and how best your customers can be served and we will do the rest.
What we do is for you
We work with you as a partner to ensure that your customers feel valued. We work efficiently to minimise lost calls. We follow your instructions to the letter and we'll do it all at times that suit your customers’ needs. Our high-quality, flexible service puts people with the right business knowledge in front of your target audience.
Telephony platforms
With everything geared around providing a 24-hour seamless service for you, you can relax and focus on running your core business. We use Avaya and Meridian – both world-class business-telephony systems – to handle call traffic and route each and every call to a properly trained colleague. CTI will ensure the right information is immediately presented to our colleague to ensure we always collect the data you need in the format you want. And our Contact Centre Modules manage call traffic in a tightly integrated real-time and historic reporting package. We can tailor data-capture forms to a wide range of scenarios and can even work with your in-house systems through our broadband connection.
Call recording
Technology is at the core of everything we do. When we found that most off-the-shelf solutions didn't meet our needs, we designed our own! We monitor calls for training purposes and ensure a consistent benchmarking approach. Call recordings can be supplied to customers as and when requested so you have total visibility of the way we are handling your clients.
Call handling software
With our diverse range of customers and wanting to ensure we could properly tailor our systems specifically to the needs of each and every one, we asked our software developers to write a web based call handling system. This means we can handle your calls exactly as you want, collect the data exactly as you need and then provide that data in a format to link in with your own back office systems.
Disaster recovery
Our phone system, all data servers and call-centre PCs are covered by Uninterruptible Power Supply systems. An on-call diesel generator can keep the whole building running. So, even if the power fails, our operators won't!
We have robust back-up, with a secure Internet-based system that constantly backs-up critical data every 30 minutes. Off-site back-up can be restored within ten minutes and a contract with the UK's largest disaster-recovery operator, SunGard, ensures continuity of call handling services in critical emergencies such as denial of access, fire or major phone failures.
And yes, we regularly test all of our disaster recovery solutions to make sure they will work if they are ever called upon.
Rest assured, the future of your business is in good hands.
To find out more
To learn more about Expolink's Contact Centre solutions, contact Expolink today by phone (24 hours): 01249 661604, email: contact-centre@expolink.co.uk or complete the following form:
