Contact centers and remote work
Running a remote customer contact center
Now that remote work is widespread, customer contact center calls are often decentralized.
More and more, they are answered on the mobile phones of agents or on-call staff spread across many different locations.
Planitel is a unique solution that makes it very simple and highly secure to route every incoming call from a single number to many team members, wherever they are, in France or abroad.
Contact center scheduling
Whatever the number of on-call staff and whatever the call volume, Planitel provides automatic forwarding of incoming calls based on a phone schedule.
Simply build the list of on-call staff, whether at the office or working remotely from home, with how to reach them, and drop them into a call reception schedule.
All calls to your customer contact center are then shared evenly while keeping customer wait times to a minimum.
Automatic call forwarding for your contact center
Planitel's features make it exceptionally effective for remote work:
- Fast scheduling over long periods.
- Real-time online changes to call forwarding.
- Choice of call distribution mode (by schedule, priority, load balancing…).
- Staff can set themselves online or offline.
- Contact center statistics, including the name of the person who took each call.
- Sequential or simultaneous ringing…
- Shorter wait times by skipping people who are already on a call.
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