Automatic Call Distribution (ACD): ACD Software helps the inbound call centers by picking and choosing the most suitable agent for a particular caller based depending on their past complexity of problem, calling history, agent’s skill etc. This helps with customers to get the right service in proper time.

Interactive Voice Response (IVR): Automated Interactive Voice Response will help the callers to choose the service they are looking for, including language selection option while being guided through various prerecorded voice prompts.

CRM Integration: Depending on the requirement, CRM can be customizable and can be integrated with the call center. Third party CRM’s like sales force can be integrated.

Call Recording: Call recording of all voice calls can be recorded and saved in the server.

Live Call Monitoring: Allows you to listen to the calls taking place in your call center. But with live monitoring, you can listen to these calls in real time.

Some additional features of our Inbound Call Center service

• Caller ID Routing for Privileged customers.
• Call Routing to Scheduler, Voice Mail, External Number and to IVR.
• Call Queuing, Queue waiting message, Queue Overflow.
• Call Holding, Incoming Call Beep, Call Conference, Call Transfer, Call Barge-in.
• DID (Called Number) wise routing to process.
• Call Queuing and Call waiting.

Dialers: Out Bound Call Center can be configured for preview and predictive outbound dialing mode.

Preview Dialer: In preview dialer agent can see the details of the caller and it is up to the agent to decide on when to make the call and they may also be able to skip the call.

Predictive Dialer: A predictive dialer is an outbound calling system that automatically dials from the database. Predictive dialer increases the number of calls handled by an agent.

Lead List Management: Multiple lists can be uploaded for single process. Realtime status of leads can be viewed.

Call Recording: Call recording of all voice calls can be recorded and saved in the server.

Other features include:

• Lead Re-Attempts.
• CRM Integration.
• Language Based Routing.
• Real-Time Dashboards & Reports.

As one of the leading customer service / call center outsourcing companies, IDM has the experience and expertise to help improve your customer service /call center processes. Your customers expect to receive the highest quality of support when interacting with your organization and we are here to ensure that happens. We know how important it is to cultivate and maintain positive relationships with your customers.

Whether you need customer support outsourcing for inbound or outbound processes, IDM’s team of professional support agents is here to help. We will work with your company every step of the way to ensure that the needs of your customers are taken care of at all times. Your customers connect with your business by phone, email, social media, the Web, and mobile. This is why it is essential to have a team in place to answer questions and provide support for every interaction.

Consistency, professionalism, organization and efficiency are all traits that are needed to manage a successful customer service / call center operation. Our team works directly with yours to develop a solution that makes outsourcing call centers a walk in the park.