Need calls answered on your behalf? Looking to have all your inbound contact handled for you? Firstcom offers multi-channel inbound contact handling, including calls, email, SMS, live chat and social media.
Our services range from simple overflow call handling when your staff are busy through to complex business process outsourcing and multi-lingual contact management.
We can help you set up IVRs (interactive voice response solutions) that provide an extremely positive customer experience. When set up properly, IVRs can reduce your live call load, route your calls appropriately and reduce the number of agents, thereby reducing the cost associated with staffing or helping you diversify what your staff handle.
IVRs can also play a major role in customer self-help and after-hours services. See here for some practical applications.
We are also UK leaders in the provision of secure, hosted pay-as-you-grow ACD software, delivering a highly efficient and cost effective alternative to high cost locally managed contact centre platforms. These services are ideal solutions for
- queuing and service level compliance
- creating virtual centres across multiple sites and home workers
- managing contact from calls, SMS, fax and email using skills-based routing
Inbound number translation services
We offer number translation services (NTS) with a range of non-geographic numbers for all inbound calls, thus providing a complete voice solution to our customers. We offer all freephone, local and national NTS number ranges.