Call Center Services
Driving call center performance
Manage, report and deliver solid performance with our full suite of services
Driving Call Center Performance
Today’s call centers are busier and more complex than ever. With a need to handle high volumes of daily calls and satisfy a long list of key performance metrics, call center supervisors and agents need easy access to pertinent information in order to improve efficiency and address operational issues before they negatively impact revenue. Simplified access to real-time analytics and data customization are crucial to the success of a call center’s operations. 1Wire provides managers the ability to leverage data to the benefit of their business.
Did you know that each year, Americans spend a total of roughly 900 million hours on hold? Being unable to handle customer questions, concerns or problems in a timeframe that keeps them happy is a problematic scenario for any call center.
Full visibility into your Call Center
Access metrics call centers use to gauge their performance in relation to customers.
Average Hold Time
Average Wait Time
Track employee performance metrics
Managing the skills and capabilities of agents in an efficient, effective manner to get the most out of your employees and spot potential bottlenecks. 1Wire provides your office managers with metrics to track employee performance.
Speed of Answer/Response Time
Average Talk Time
Agent Idle Time
Average After Call Work
1Wire network connectivity for call centers is second to none
Your call center performance is only as good as it’s network infrastructure. 1Wire offers unique solutions to ensure quality and connectivity for any sized call center on any network.
1Wire Quality of Service(QoS) for crystal clear voice calls
Inconsistent bandwidth speeds and choppy VoIP are an everyday concern for businesses. Using 1Wire QoS lets you assign unlimited priority layers on a single link or inside 1Wire’s combined links. 1Wire’s QoS determines the performance of your link or combined links to carve out a reliable Pipe. Within this new reliable Pipe, you can assign unlimited priority layers for your critical applications such as VoIP, while Data flows free from any disturbances like jitter and latency.
Reliable connectivity with Failover – No dropped calls
1Wire provides Internet Failover Service (IFS). This unique service allows any business to combine multiple internet connections from any carrier(s) to create reliable internet connectivity. If one Internet connection suddenly goes offline, traffic will continue to flow to its destination and no data will be lost. If the problem connection becomes active again, the system will automatically add it back to its pipeline. No special configurations or specialist required to make changes to your network. Keep what you have and back it up with another internet connection. It’s that simple.
Chances are, you might never realize you had an offline link.
Modern phone hardware
1Wire has many phone hardware options available. Our phones offer every feature needed by modern call centers, and some even have video conferencing abilities. If you are looking to upgrade your call center or build your call center from scratch, 1Wire can provide you with the right hardware at a price that fits your budget.
1Wire offers ethernet and fiber cabling services to get your call center up and running smoothly.
If you are looking to add new work stations or build your office infrastructure for the first time, 1Wire can do it for you. Take advantage of our expertise and setup the perfect call center environment.
Manage on any device
Our user-friendly and reliable platform provides extreme flexibility so you can customize and track every aspect of your call center at the office or remotely.
Let’s get started
Fill out the form or call 801-901-7700