Dynamic Call Agent

Capital Telecom’s Dynamic Call Agent is a flexible and highly efficient inbound call management system which increases both customer satisfaction and employee efficiency.

Cost effective and easy to use, DCA allows members of management to delegate incoming calls to specific agents based upon the skills and expertise of the individual. Organising incoming phone calls in a rigorous and methodological nature results in a highly efficient service which enables customers’ queries to be answered quickly and correctly. Not only does this reduce complaints and dissatisfaction, it also increases employee productivity by reducing the time spent transferring calls to different departments or agents.

Telephone calls remain the preferred method of contact with consumers, a fact that multinational companies have taken advantage of by putting management systems such as DCA into practice. Until recently, state-of-the-art systems such as this have been costly and unachievable for SME’s.

Capital Telecom offers a cost effective Dynamic Call Agent service which increases efficiency across 5 key areas:

  • Efficiency of call handling
  • Employee management
  • Answering calls out of hours
  • Handling high levels of calls with ease
  • Maintaining an uninterrupted service at all times, even during natural disasters

How does it work?

Initially, skill sets are created and assigned to individual agents by administrators. After configuration, incoming calls are individually assigned to the pre-determined skill sets specific to the nature of the call, i.e. customer feedback, sales enquiries relating to specific services, technical queries relating to specific products.

Once a call is automatically allocated to a skill set, it is then seamlessly passed on to an available agent with matching expertise; such control ensures every incoming call is answered efficiently. This particular system can be largely managed by agents, resulting in minimal input being required by administrators.

Complete control, total flexibility

Skill sets can be edited and deleted when necessary, giving you total control and flexibility. Agents’ multiple skill sets can be prioritised according to knowledge and relevance and you are able to monitor both agent and skill set performance easily through real-time and historical reporting. Administrators have the ability to reassign agents to achieve coverage for all incoming calls; particularly advantageous when assigning temporary agents to cover busy periods.

Capital Telecom’s Dynamic Call Agent system is incredibly user-friendly, intuitive and non-technical; this keeps staff training to a minimum, saving time and money. Agents simply log in to their ‘Agent Console’ after which they can begin to answer incoming calls as soon as they arise. The ease and flexibility of our ‘log in’ system means that your agents can log in anywhere in the world. This makes our system particularly useful for clients who employ freelance individuals or home-workers.

call tracking

Useful features

Call Whisper

Call Whisper

agents are aware of the nature, or skill set, of each call before they answer.

Call Recording

Call Recording

all calls recorded for future reference, i.e. training, disputes.

Mid-Call Transfer

Mid-Call Transfer

resolve multiple queries in one call which saves the customer making several individual calls.

Our state-of-the-art Dynamic Call Agent system features full integration with our own network, meaning that any changes made are implemented almost instantly, with all activity data logged for future comprehensive management resource planning. This system is also fully compatible with other nodes including CLI Routing, Time, Day, Week, Month routing and much, much more.

Why choose your Dynamic Call Agent service from Capital Telecom?

 We pride ourselves in providing an extremely efficient and comprehensive DCA solution. Here’s a few things you can expect from our DCA service: 

  • Highly secure
  • Comprehensive technical support
  • Extremely reliable
  • Total Control: employees’ skills, budget management (i.e. how many operators you have)
  • Reduced Overheads
  • Increased Customer satisfaction

DCA proves extremely helpful for businesses where customer service is a priority. It is suitable for almost any business sector, but works particularly well for businesses with a high influx of calls including: 

  • Training providers
  • Estate agents
  • Veterinary hospitals
  • Doctors and dental surgeries
  • Accountants
  • Online retailers
  • Local councils
  • Schools and universities
  • Car dealerships
  • Charities
  • Solicitors
  • Plus many, many more 
DCA Dynamic Contact Agent

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