To Do:
Monitor Staff Output and Manage Performance
We understand that now more than ever, it’s important to make sure your team are performing – regardless of their location.
With technology backing up your gut feeling, you’ll be able to report on activity in real-time, to better manage output from staff and the performance of your people.
Horizon Hosted Telephony
A cloud-based “hosted” phone system uses the internet to make and receive calls without storing sizeable equipment on site. Once on the cloud, all calls made through Horizon (either via the mobile app or PC client) will, in conjunction with call reporting and recording, be able to be monitored for quality purposes.
PRESENT A PROFESSIONAL IMPRESSION, EVEN IN YOUR SLIPPERS
- Present your business phone number from any device, in any location with connectivity
- Maintain your phone system in-house, to ensure you can update your callers with changes to opening hours instantly
- Automatic disaster recovery to keep your teams productive and reduce downtime risks
- Quick, low-cost installation available
Akixi Call Reporting
Cloud-based call and contact analytics give you real-time access and unprecedented insight into the calls your team are making/receiving, to demonstrate how busy support functions are and the activity your sales teams are driving. Many businesses use this as a leaderboard, to motivate competitive salespeople!
UNDERSTAND YOUR BUSINESS LIKE NEVER BEFORE
See how many inquiries your business is missing
Use call volume insights to adjust staffing levels
Manage KPIs with access to real-time data, including talk time and number of calls in/out
Call Recording
Cloud-based calls conducted via the Horizon mobile app or PC client can all be recorded automatically. The easy-to-use platform means calls are easily retrievable by the users you permit, for coaching and training purposes and to enable your management team to quickly investigate customer escalations.
AVOID GETTING LOST IN TRANSLATION
- Spot-check the quality of your customer support/account management conversations
- Review calls with staff directly to identify service improvements and provide personalised training
- Investigate escalations easily, hearing the information straight from your customers to ensure nothing is lost in translation
Latest Offers
Express Remote Worker Licence – 30 Day Rolling Contract
– Quick Set Up
– Enables Remote Working
– Present Business Number From Any Device
– Free Horizon Collaborate for 60 days (to enable video conferencing and instant chat)
– Often reduces call costs
– 2000 UK landline and 2000 UK mobile minutes included
Licence available on a 30-day rolling contract | Prices are exclusive of VAT | Current Horizon users are ineligible for this offer | Terms and Conditions apply
Hear from Solution Sales Manager, Michael McHugo as he discusses the benefits of managing performance and staff output using Horizon Hosted Telephony, Akixi Call Reporting and Call Recording.
“Whilst working remotely, it’s important to monitor staff performance and activity to ensure a change of environment doesn’t impact on service quality. The solutions discussed are really simple to adopt – we use them all at Welcomm ourselves.”
Chichester District Foodbank
As the true impact of the COVID-19 pandemic became clear, Chichester District Food Bank’s existing phone system quickly became overwhelmed with incoming phone calls and messages. After days of missing phone calls, preventing help from reaching those in need, Chichester Food Bank turned to Welcomm for help.
Tapi Carpets and Floors
Customers making stress-free and informed decisions about high-value purchases in the midst of installation work was not an option. Cloud-hosted telephony was a perfect fit with Tapi’s requirements, given that no server room or infrastructure overheads were involved.
Why work with Welcomm?
Award winning customer service, digital knowledge and operational support recognised by the major Networks
50% of our staff work in support functions and are trained to the highest level to maintain our Platinum Partner status
Our partnership philosophy and dedicated account management service mean we take the time to understand business requirements before making recommendations
Our UK based Customer Care team operate a ‘3 Ring Call to Care’ policy, with one freephone number to call for help with all products and services – 0800 064 64 64
We have in-house expertise across all services, and as an SME we are able to remain agile and adaptable to business needs
