Help with a Call Centre

At Mann Telecom we have almost twenty years of experience of working with customers operating call and contact centres.

We have developed our expertise  from the very early days of automatic call distribution to today’s world of multi media blended contact centres.

Designed and commissioned correctly with a good understanding of what they are there to do, a call centre can be an excellent low cost route to market for your products and services as well as enhancing the service you offer to your customer by making yourself available and easily accessible.

At Mann Telecom we can help you decide if you should invest in a suitable contact centre solution by building a business case and return on investment model with you.

We supply contact centre solutions from Nortel, Shoretel, Siemens and for our smaller customers LG-Nortel.

Our experience of delivering contact centres will ensure your investment will deliver what you need from it. We can help you understand how to distribute calls to ensure every call is handled in the best possible way with the most appropriate resource.

Just as importantly we will help you to interpret the management information your contact centre software will provide so you can:

• Maintain optimum staffing levels at all times including planning for unforeseen events and predictable spikes in traffic due to things like marketing campaigns.
• Ensure appropriate skills are available depending on any number of variable like time of day, nature of calls, product promotion.
• Measure the effectiveness of advertising and campaigns.
• Address potential staff retention and recruitment issues before they arise
• Ensure compliance with regulatory requirements
• Manage intellectual property within the call centre to ensure it is used to best effect
• Manage people, process and equipment costs effectively