Manage Onsite and Hosted Call center solutions

Sri Lanka is becoming a ground breaking destination for off shore call center services.

We provide 24X7 Manage Call center outsourcing service, onsite and offsite contact center solutions to suits your budget. TechGates provide extensive browser based tools to monitor your call center activity in Real-Time from anywhere in the world and as well as the generate historical productivity reports. Our unmatched state of art technology and well trained staff will guarantee your customer satisfaction.

Inbound and Outbound Call center

Maintaining your own call center can be a much difficult task. Techgates can assist you by giving customized onsite/offsite or Hosted contact center services to suites your budget. We provide everything from the scratch Technology to Man power.

If you prefer to have your own call center in your premises? We will build your call center at comfortable of your own location, but it will be completely manage by us, we take hassle and risk off from you. We not just only provide technical solution we also provide well trained call center agents and supervisors as well. If you prefer to have your own staff? No problem we will train them as well.

Hosted Call Center

Techgates provides cost effective hosted contact center solution that can take burden off your shoulders. Your call center will be hosted in our cloud, remote agents can connect from anywhere, even from home when there is a crisis. You no longer have to worry about drastic upfront investment and maintaining expensive hardware. Maximum uptime and data protection is guaranteed of your call center in our High tech data center.

Technology

We provide extensive feature set to enrich your customer experience. Whether it is hosted or on premises you will have full control of your call center from any device and from anywhere in the world. You will be able to listen to your every single call, you can barge a call even you can personally speak to your agents at any time to improve their quality. We also provide you with set of reporting tools to monitor the performance of your call center by generating queue based, agent wise reporting on any given time period. You will also be able to listen to the previous recorded calls for quality assurance purposes. We have speculated some of the key features in our solution below.

Key features

Agent / Supervisor Real-time Operator panel.

The panel lets you see detailed Call center activity in Real-time, like who is talking and to whom, call durations, held calls, queued calls, etc. It lets you control your phone and perform transfers, launch call spying and whisper, monitor queue activity and more. All from your web browser, without the need to install anything on the client side. It can show any number of lines per phone and held call status, so you can see exactly what is going on

For receptionists

Developed with a receptionist in mind. All actions are available within two clicks of the mouse.

For call center supervisors

Not only you can see extension status, but also a quick glimpse of queues.

For end users

You do not need to be a receptionist or run a call center to take advantage of features, as it lets
you control your own calls even before you pick them up!

Advance Call Center Stats reports.

Advance Call Center Stats will let you run reports over your call center activity, like how many calls were abandoned, how many answered, by whom, call durations, wait times, call distribution per day, week, month, hour, queue, day of week, agent session times, pause durations, etc. Includes a search facility, a realtime view where you can also pause/unapuse or remove members from queues, integration with recordings so you can download/listen to queue call recordings. All from your web browser, without the need to install anything on the client side.

Predefined Reports

The following reports are integrated with Call Center Stats

Inline Help

While browsing grids you will see queue events and detailed information about each step in a
queue call flow. Some of the fields vary in meaning depending on the event involved. We added
inline help to these reports so you can understand the data in an easier way. Just place the
mouse over those fields and a tooltip will appear explaining each one.

HTML5 Charts

Charts are being displayed using HTML5 and Javascript (no need for Adobe Flash player). Mouse
over each bar on a chart to see its information in detail.

Search Form

Are you looking for a specific call? A search form will show a quick result from your query. You
can search by CallerId, Agent, Queue, Call Duration, unique id and Date Ranges.

PDF & Excel Export

Each grid shown has its own export icon that will let you download the viewed information in
PDF file or CSV (comma separated values) for Excel compatible spreadsheets. PDF files are
colorfull for better understanding. CSV files allows to work with cells and perform any
calculation you want.

Detail Drill-Down Grids

The results grouped in each grid can be viewed in details just clicking into its linked item. A drill-
down grid will appear showing the calls in details with pbx Events and other relevant
information like caller-id, agent, timing information, etc.

Listen to Recordings

You can record all the calls connected and this tool will show them on each detailed record. The actions will let you listen with a simple but functional player or download as a file.

User Access & Levels

User management tool allows to create, modify or delete as many users as you need. You can
assign different roles to each user and define which queue or agent can be audited per role or
even per user..

Scheduled Reports & Alarms

A new tool allows you to select multiple reports and send them via email in specific days and
hours. Includes an notification tool that will inform to the given email/s when a specified
variable inside a report has been exceeded a given value.

Predictive and Progressive Dialer.

Dialer makes your outbound campaigns easy. In a busy outbound call centers tools like dialer comes in handy, Specially operation like recoveries. Agents don't have to manually dial each number supervisors can push group of contacts to different queues where agents are logged in and increase performance of your agents.

CRM (Customer Relationship Management)

CRM is one of the most important tool to have in a call center which gives significant advantages to call center agents. Collecting customer information, lead generation and escalation, complaint handling, instantly identify existing customers with caller popups, generate customize reports based on contacts, leads and complaints.