Hit every client's SLA without burning margin
Every client account on one contact centre: their own numbers, their own queues, their own scoring criteria, and a dashboard you hand the client as a link instead of a spreadsheet nobody trusts.
Outsourced contact centres, BPOs and answering services running several client accounts at once
4 live · pick one
- You hear the call
- The rep hears you
- The customer hears you
Supervisor joins are written to the call record with who joined, when, and in which mode.
Four things that cost you on this kind of floor.
Each answer is a mechanism with its own page, not a promise. Follow any of them if you want to see it working.
The client's QBR opens with their service-level numbers, and you are arguing about a breach you only found out about when the monthly report landed.
Build a dashboard per account, put queue service level, abandons and talk time on a wallboard the floor can see, and share the same view with the client as a link, so nobody arrives at the review with a different set of figures.
You bill for productive hours, but agents sit idle on a quiet account at two in the afternoon while another client's queue backs up two rows away.
Skills-based routing puts an agent on more than one client's queue, and between calls the same agent works that account's text conversations from the SMS inbox, on the numbers that account already calls from. Ring strategies decide who gets it first.
You dial on the client's behalf and the indemnity clause points back at you. Every account arrives with its own suppression rules and its own story about consent.
Every dial is screened against the lists you load for that account. The internal list is one list across the floor, so an opt-out taken on one account stops the dial on every account, which is blunt but never the wrong way round. Hours are held per timezone.
The client counts contacts, not dials. Answer rates slide on a campaign's numbers and you learn it from the monthly total, not from the number that stopped working.
Smart caller ID scores each number an agent may present on how often that contact answered it, how it performs overall and how recently it went out. Answer rate and last use sit on the number itself, not in the campaign total. Machine detection skips beeps.
QA hand-scores a sample each week, the client's own reviewers score a different sample, and calibration turns into an argument about whose calls were representative.
Call analysis runs on every call rather than a sample: diarised transcripts, sentiment, call scoring and compliance scoring against the criteria that account is held to. Supervisors whisper to a new hire mid-call, or barge when it is going wrong.
Not quite your shape?
BPO & outsourced
Run it against a bpo & outsourced list.
Bring one campaign and one number. We will stand up the parts on this page live, the client's qbr opens with their service-level numbers, and you are arguing about a breach you only found out about when the monthly report landed included.
14-day trial · no card · migration included