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Posts Tagged ‘IPPlus Plc’

Why Contact Centre Scripts Have NOT Had Their Time…

July 21st, 2016

As an employee of a Contact Centre Specialist, a recent article discussing whether or not using scripts in the call centre has had its time naturally caught my eye. And while the article presents both sides of the argument, I feel an exploration into the depths of what the traditional ‘call script’ now encompasses is in order…

Yes, excellent customer service is essential, a differentiator, but to achieve that great service first comes meeting all the requirements and obligations. It doesn’t matter a jot if the Customer Care Advisor provides the most excellent service I’ve ever had, if they have to call me back the next day because they didn’t take down the necessary details or the call takes an hour because they have to juggle numerous applications to answer my query, I won’t be using them again.

Upselling

Part of our organisation is our outsourced bureau contact centre. We provide an extensive range of services for companies of varying sizes and from different sectors. All client interactions are responded to using our scripting solution, created in-house 15 years ago. One of the most basic, but valuable functions incorporated into specific script campaigns is upselling options.

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The History and Development of CallScripter

April 30th, 2015

CallScripter has been a leading contact centre software developer for over a decade, and we have grown considerably as part of the IPPLUS group. But where did it all begin? Here is a quick history of how CallScripter went from IPPlus’s ‘experiment’ to a successful global organisation.

In the beginning

…there was Ansaback. Established in 1998 as an outsourcing contact centre, part of IPPlus PLC (then known as County Contact Centres PLC). Over the last 15 years, this small contact centre has evolved into a highly regarded contact solutions service with a commendable client list.

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The Perfect Solution for Aquarius

February 18th, 2010

CallScripter and IP3 Telecom are delighted to announce their most recent contract win, with Aquarius Contact Centres (UK) Limited.

Aquarius was in need of a complete contact centre solution. Requiring both a hosted telephony platform and also a hosted contact centre solution, they needed the functionality and flexibility that would allow their technology to grow alongside their business, ensuring that there are no real restrictions with regards to increasing or even decreasing the agent team.

IP3 Telecom and CallScripter, joint subsidiaries of IPPlus (UK) Ltd, have worked together to supply Aquarius with a fully integrated ‘one-stop-shop’, to meet all the necessary requirements.

Every member of the Aquarius staff now has the advantage of advanced PBX facilities with intelligent ACD and CTI functionality, incorporating screen pops for the CallScripter software.

The solution comprises of:

  • ACD – Automated Call Distributor with skill and time-based routing.
  • Agent desktop interface is incorporating inbound, patch through and outbound call control.
  • CTI – CallScripter script integration with screen pops.
  • Supervisor screens with graphical and statistical monitoring and control.
  • Wallboard screen for snapshot overview of call centre performance.
  • Call recording.
  • Full data management, along with KPI and MI reports via the CallScripter solution.

The hosted service is controlled through a user-friendly web portal. The end user controls which staff can access this portal, and can then control even further with regards to what actions they can undertake.

Immediate benefits to the client have been that there has been little capital expenditure, no on-going maintenance costs, and only minimal setup costs, due to the selection of the hosted, rather than a premise based system.

Managing Director of Aquarius, Roddy Forfar, commented; “As we are currently in such a dynamic and competitive marketplace, the ability to scale our requirements up and down as requested is imperative to our continued profitability and growth and now, thanks to this solution, we can implement this effortlessly.

“In my opinion and from my experience so far, CallScripter is the most flexible and easy-to-use scripting application on the market, and IP3 offers technology you would expect from a switch circa £30,000+ but with additional call routing aspects to benefit both my clients and myself; this is a business relationship that will continue to grow for many years to come.”

Kevin Ellis, Sales Director of CallScripter, commented; “We are delighted that both IP3 and ourselves could provide the perfect solution for Aquarius, and we look forward to assisting the team with their long-term growth strategy.”