leveraging business technology

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Call Center

Call Center

Reduce costs, enhance customer service while driving sales, by utilizing our call center solutions.

Intelligently processes incoming calls to a group of agents & supervisors based on administrator defined rules & real-time conditions. When there are more callers than available agents you can re-route or queue callers with customized messages and music. Your staff can be located anywhere in the world, allowing for true flexibility and around the clock coverage, without the need to relocate talent.

Supervisors are provided real-time and historic information so that they can quickly and easily make informed decisions to immediately improve customer service and productivity. Supervisors have the ability to escalate calls in the queue, assign calls to be answered by specific staff, provide real-time monitoring and coaching with the ability to whisper-thru, barge-in & silent monitor active calls.

Our designs accommodate a host of useful features including:

  • Call Recording
  • IM / Webchat / Presence
  • Real-time Software Monitors & Statistics
  • Call Back Queuing
  • Customizable Real-time Wallboard
  • Scripts, Wrap up / Exit Codes
  • Supervisory Alerts
  • Robust Historic Reporting
  • Outbound Dialer & Interactive Scripting

It is our intention to design a system that will always function at a maximum level of efficiency. We evaluate your requirements prior to determining the best possible solution.

Talk to an ITC representative today to discuss the specific needs of your business.

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