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Boost yourproductivity with 3CX pro SMARTOFFICEUSA

Table of Contents Our Products & ServicesOur Products & Services.............................................................................................1 PhonesWhat is 3CX Surveillance cameraspro?.............................................................................................................2 Firewalls and routersHow 3CX Pro Can Transform Your Call Center ................................................2Do not fall behind! Adopt These Call Center Trends. ....................................2 Why Call Reporting is Essential to Call Center Success ..........................2Achieve Seamless Call Center Management with 3CX Wallboard ...........3Contact Centers: “Your Call is Important to Us…”...........................................4 Control Your Customer Service Quality: The Benefits of Call Recording .....................................................................................................................4Better Customer Service with Superior Call Center / Contact CenterSoftware............................................................................................................................. 5 5

What is 3CXpro? Businesses need IP-PBX telephony with contact center functionality. For example, 3CX Phone System Pro Edition offers a variety of contact center3CX PRO is an IP Phone System that completely features that boost agent productivity and support top-of-the-linereplaces your proprietary PBX, sustains standard SIP service, including:phones, VOIP services and traditional PSTN phonelines. It is an upgrade that unlocks very powerful • Allowing customers to hang up and keep their position in the callfeatures to allow your business to run more efficiently. queue, automatically calling them back when their turn is upIt improves your customer service experience withcontact center features as well as advanced reports and • Real-time viewing of the number of callers in the queueCRM integration. • Queue functionality such as: Round Robin, Longest Waiting,. Least Talk Time, Fewest AnsweredHow 3CX Pro cantransform your call center • Instant notification when callers have been in a queue beyond the set SLA timeEveryone knows call centers can be the ultimate double-edged sword forbusinesses. On one hand, if your call center is functioning optimally and • Listen in & Whisper feature that allows supervisors to relateproviding customers with top-notch service, you’re likely to create long- important information to agents during a customer interactionlasting relationships and increase sales through cross selling and upselling. • Barge in feature that allows managers to assist serviceOn the flip side, a dysfunctional call center that causes long, multiple transfersbetween agents, and other frustrating issues can lead to customer churn and Adopt These Call Centerlost revenue. Hiring skilled agents is critical to great customer service, but Trends or Risk Fallingonboarding the right personnel is not the only factor in contact center success. BehindBusinesses need IP-PBX telephony with contact center functionality. Forexample, 3CX Phone System Pro Edition offers a variety of contact center Optimizing your contact center is the perfect place to start.features that boost agent productivity and support top-of-the-line service, The following are contact center trends that your competitors have setincluding: into motion. Catch up or risk falling behind:

1. Real-Time Queue and Agent Statistics only. The barge-in feature allows the supervisor to join the call directly. Implementing these features will give your contact center agents andKeeping your customers on hold too long is an easy way to lose their supervisors the tools they need to address customer calls moreinterest. According to a Harris Poll report, 81% of consumers agree thatit’s frustrating to be left waiting on the phone for customer service. smoothly and efficiently. This invariably will lead to enhanced customerVirtual queuing is a simple solution. The contact center software allows experiences and retention, while ultimately improving your company’ssupervisors to monitor the queue status to keep track of the number ofanswered and unanswered calls, including the average wait times. This bottom line.will enable supervisors to monitor the call flow and anticipate peak call Your business’ call center is at the heart of your customer servicetimes so he or she can staff accordingly. strategy, and a call reporting feature for your phone system can further enhance it. Call reporting can provide your call center with detailed 2. Call Back Technology oversight, allowing greater insight into your agents’ performances and can efficiently keep track of your metrics which streamlines yourThis feature allows callers to hang up but retain their position in the customer service.queue. When an agent becomes available, that agent will be put throughto the caller automatically. Customers kept waiting on hold may hang up Why Call Reporting isin frustration. In contrast, a customer waiting in a virtual queue for a Essential to Call Centerreturn call can’t hang up, thus helping to reduce abandonment rates. Success 3. SLA Alerts Your business’ call center is at the heart of your customer service strategy, and a call reporting feature for your phone system can furtherWhen a customer does choose to hold, the SLA alerts will allow the enhance it. Call reporting can provide your call center with detailedcontact center supervisors to know when callers have to wait beyond an oversight, allowing greater insight into your agents’ performances andacceptable amount of time. These calls can then be logged and can efficiently keep track of your metrics which streamlines yourappropriate action can be taken to help ensure customer satisfaction. customer service. 4. Listen in, Listen and Whisper and Barge In .Call center agents are the heart of your company; your customers’ 3experience with them can ultimately make or break your business. In fact,poor customer service costs the U.S. more than $40 billion each year,according to research from NewVoiceMedia, so it’s imperative to thesuccess of your business that your agents are properly trained. With thelisten-in feature, customer service supervisors can listen in to an agent’scall to make sure he or she is properly representing the company. If anagent is unsure of how to handle a customer’s request, the listen andwhisper function allows the supervisor to provide feedback to the agent2Implementing these features will give your contact center agents and supervisors the tools they need to address customer calls more smoothly and efficiently. This invariably will lead to enhanced customer experiences and retention, while ultimately

4 Achieve Seamless Call Center ManagementBetter Oversight for Quality Customer Service with 3CX WallboardUtilizing an efficient method to examine your customer service procedures is Today’s customers demand that a call center provide rapid andparamount to gaining and retaining a strong customer base. A call recording satisfying answers to their calls — and they expect this at any time.feature for your phone system will enable you to track any reoccurring issues,such as problems with agents that supervisors may have missed, or even This is the great challenge call centers are facing: First-call resolutionpossible glitches with your phone system. With this oversight, you can build a is unquestionably the single most important issue for achievingplatform to not only acquire new customers, but build powerful, lucrative customer satisfaction, as research by management consultancyrelationships with them. Ascent Group shows.Gain Knowledge of Analytics and Metrics “…80% first contact resolution performance sounds good. Yet an 80 percent first contact resolution means your customers average 1.2A firm grip of your call center’s metrics might lower spending for your IT contacts to resolve a question or issue. The 20 percent repeatdepartment. A call recording feature will allow you to keep an accurate log of contacts represent increased call volume and field visits, inflatedphone calls, track the times when your agents are logged in at a given time and operating expenses, and most importantly, dissatisfied customers,”keep careful metrics of calls answered and calls dropped. You’ll gain a better the research shows.understanding of your call center’s strengths and discover which areas needmore polish. In addition, with a meticulous log of call activity, auditing can gomore smoothly for your business, and you can protect your business morethoroughly from incurring legal issues.Coach Your AgentsCall reporting gives you a window into your agents’ experiences; you can watchtheir progress by the recording metrics, without having to physically look overtheir shoulders. This is especially helpful when gauging a new agent’sperformance, as you can provide accurate feedback and support quickly, andhelp coach them in areas that need improvement. If you have reports that oneof your agents is consistently rude and unprofessional, call reporting can helpyou verify the truth of that rumor anonymously.Without robust call center technology, you could be missing out onimportant information that has the power to make or break your overallsuccess. Learn more about advanced call center technology.

.3CX Wallboard Empowers Call Centers With the Wallboard, and the other 3CX queue management features, call center managers can work to eliminate waiting time and seeThe 3CX Wallboard (PRO Edition) can help you achieve 100 percent first contact that calls go to the best agents for the caller’s needs.resolution. It is a powerful tool for call center management which enables youto direct manpower and resources to where they are most needed, getting calls Contact Centers: “Youranswered rapidly by the right agent. Call is Important to Us…”The 3CX Wallboard displays real-time queue statistics that are critical to callcenter management. How often have we heard that recorded announcement as we simmer with frustration on hold, the anger building as we wait for someoneThe Wallboard tracks the number of busy agents, answered calls, waiting to pay attention!calls, total talk time, callbacks, waiting time, and abandoned calls – all the info amanager needs to make decisions. But today our calls have truly become important, as companies have come to understand that making the right connections fast on callUsing the Wallboard, managers can see real time status updates of incoming centers makes a big difference in customer loyalty. As a study bycalls, to determine whether agents are keeping up with the call flow. They can Dimension Data released in August 2015 showed, about 60 percentcompare different queues, and, using the Switchboard, move calls to available of companies surveyed now consider the customer’s call a keyagents to ensure rapid responses. retention factor, and are investing in improved contact center technology.For easy viewing, the Wallboard can also be used with a projector or a bigscreen, and managers can leave messages for participants on the Wallboard to Contact centers are seeing a surge in efficiency with the technologymotivate agent activity. to manage calls automatically, or with the help of an IVR, and this technology should be part of a cutting-edge Unified Communications2 package. Companies are no longer obliged to spend large sums forOn the flip side, a dysfunctional call center that causes long wait times, multiple contact center implementation, integration, and training when atransfers between agents, and other frustrating issues can lead to customer cutting-edge IP PBX does it all for them. Voicemail should also have become a thing of the past. More efficient contact center technologies like intelligent routing and simplified queue management should have made it disappear. 3

Integrating CRM solutions with contact center communications has also Control Your Customerbeen a major driver of this efficiency increase. A report by Aberdeen Service Quality: TheResearch shows that companies who have implemented this technology Benefits of Callare seeing sharp productivity increases at contact centers, as agents have Recordingreal-time access to the information they need to serve customers.3CX’s Unified Communications Solution (PRO) includes a contact center Today, the quality of contact center services is at the crux of customermodule that does it all. Callers are identified automatically and calls are satisfaction. As such, it is of the utmost importance for this industry torouted automatically to the first available agent, one who is prepared for leverage the revolutionary communications tools being launched bythe caller with CRM information. Managers can view agent performance telecommunications providers. Even if your phone system includes aon the powerful 3CX Wallboard, log agents in and out of queues, and robust set of unified communications features, it’s important to alsomonitor calls in progress. Managers can also intervene on calls, talking integrate customer service features —such as call recording—to betterdirectly to the agent and, when necessary, directly to the caller. help supervisors efficiently audit and manage the quality of customerWith this kind of technology, you won’t have to tell callers that “their call service.is important,” they will know it. Here are three ways that call recording will benefit customer service2 operations: Training Contact center agents don’t become skilled and solution-oriented overnight. It takes learning from mistakes and by example to become a consummate customer service professional. Call recording allows managers to pinpoint the mistakes of new agents as well as replay examples of successful interactions for training purposes. Assessing call quality 3

A consistent level of quality is paramount in the success of contact center Advancedservices. Agents should be able to handle customer inquiries with auniform consistency. That is, your customer service is only as strong as Advanced Call Center Features Includedits weakest link. Call recording paired with other CRM features, suchas call reporting, can help supervisors analyze a team’s level of 3CX Pro provides you with all the tools required to review your agents’consistency by highlighting struggling agents. performance at any given time. Answered calls, abandoned calls, average longest average longest waiting time and more are all in easy reach,Protecting agents allowing you to ensure that your call center is running smoothly at any given time.Call recording is wise for any business, not just the contact center, asverbal agreements can be tricky to recall. Protect your business  *listen in allows you to listen to a call without the caller agent ortransactions by using call recording to save pertinent information, such agent knowing.as verbal agreements made over the phone. This way, if there are futurequestions regarding the transaction, the conversation can simply be  * train new agents during a live call with the whisper functionreplayed. * Agents making a mess of a call? Use Barge in to take over.Better CustomerService with Never Miss – Advanced Contact Center ReportingSuperior CallCenter / Contact Traditional prop Traditional proprietary PBX’s with call centerCenter Software functionality have proven to be either to be too expensive or difficult to set up. 3CX improves this with 3CX Pro, providing all center managementNever Miss a Call with the information required to monitor call que monitor call queues in real-time and ensure that not a single call is lost. Integrated  * Integrated Wallboard for real-time monitoring  * detailed reports of longest wait time and abandoned calls * SLA and Callback Statistics * Call back option for customers not willing to wait

State-of-the-Art Queue Strategies and Real Time Statistics3CX Contact Center software ensures you provide your customers withquality service, and that your agents always reach their targets. Check theaverage and longest waiting time as well as the least talk time toguarantee no customer leaves your call center unsatisfied.  Log agents in and out of queues  Round Robin  Hunt by Threes –Hunt by Threes- Random & PrioritizeCall Back-callers can hang up and keep their position

2 3Matthew Kingsley-Williams, Director, MWLSystems: We love 3CX because it gives our workforce the ability to always be available to take calls. The management information provided is excellent in terms of presence and reporting. We can interface with the core information in the database and provide lots of useful reports.

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