DEBT SOLUTIONS COMPANY NEEDING IMPROVED CALL PROCESSING FEATURES

Luminet recently completed a new VoIP phone system installation for a renowned 30-year-old debt solutions business with 40 office locations.

Although the existing VoIP solution was working reliably, the ability to adequately manage phone calls was very limited.

The new VoIP system will increase customer satisfaction with new functionality including:

Call queues

• Call queues to individuals or groups. Guarantee no calls are missed.
• Advanced queue strategies such as Round Robin & Hunt by 3s.
• Agents can answer calls from anywhere – at the office or remote.
• Call back option as overflow during busy times.

 Call recording and staff training

• Recording calls for legal and quality monitoring purposes.
• Agent Training during a live call with Listen in and Whisper.
• Barge in to take over when needed.

Service reports

• Check agent performance with the built-in reports.
• See longest wait time and abandoned calls.
• Get reports on SLA and call back statistics.
• Wallboard for real-time monitoring of queues.

The reward for providing efficient customer experience is more sales, happy customers and better reviews! Our VoIP solution integrates call center software features that help you satisfy the most demanding of customers.