Horizon Call Centre is an add-on to Horizon, the hosted business phone system from Columbus UK. The Hosted Call Centre service is cloud-based with an extensive range of inbound and outbound call centre capabilities that can be managed from an easy-to-use web portal. It enables businesses to manage call centre environments with ease, boost productivity of agents and improve the overall efficiency and service levels provided by a call centre, whatever the size. As part of the feature set Horizon Call Centre provides detailed reporting on agent behaviour, customisable messaging to callers including optional estimated wait and call queue position, and increased capacity for queued calls.
Supervisors have full control over how the call centre is managed. Changes can be made to call groups, distribution lists and incoming call routing from anywhere, at any time. This includes barring calls, call monitoring and reordering call group queue priorities. Agent functionality includes, call answer, transfer, conference and call escalation, directory access and an agent state selector such as ‘available’ ‘unavailable’ and ‘wrap up’. Horizon Hosted Call Centre is ideal for any business that wants to effectively manage and/or monitor inbound and outbound calls; for example those with sales teams, help desks, accounts departments, receptionists or customer service representatives to large call centre environments.
- Intuitive and advanced management of inbound calls
- Easy-to-use web-based admin interface
- Boosts agent productivity
- Makes calls easier to handle and distribute
- Improves overall efficiency of your call centre
- Simplifies how inbound calls are managed
- Makes it easy to track agent performance
- Exceptional feature set which includes:
- Monitoring of agents, statuses and queues
- Call Barging
- Call queue messaging
- Call distribution
- Agent Log In/Out
- Agent States
- Unavailable codes
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Horizon Call Centre Features
Horizon Call Centre is simple to set up and configure through an easy-to-use admin interface web portal and includes lots of clever features.
Gain Valuable Business Insights. Access to historical and real-time data to help address training needs and identify potential gaps in resources during peak periods.
You can easily set up how incoming calls are distributed and allocate agents to certain types of calls to ensure calls are answered efficiently and by the right agent. You can also set up recorded messages to inform callers of wait times and queue position using real-time data and queue up to 50 calls. And for times when agents need support from more senior members of staff call escalation is also available.
Determine which agents are monitored by which supervisors in order to ensure availability in the event a call needs to be escalated. When agents are unavailable to take calls, such as lunch breaks or in training, a code can be selected to specify their non-availability. This allows for more accurate reporting, while giving more of an insight into the agent’s behaviour throughout the working day.
Frequently Asked Questions
Supervisors have extensive control over how the call centre is managed. Changes can be made to call groups, call queues, messaging, distribution lists and incoming call routing from anywhere at any time. This includes barring calls, call monitoring and reordering call group queue priorities.
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