In today's competitive business landscape, small and medium businesses need to market, sell and serve their customers effectively to stay ahead.
Mekashron Call Center transforms your call center and business operations with powerful telemarketing, CRM and billing capabilities that manage all your customer interactions in an integrated, consistent manner that accelerates growth and dramatically increases productivity.
Call centers that run on paper are incredibly inefficient. On average, agents spend more than 50% of their time calling busy, unanswered or invalid numbers. In addition, agents tire and lose concentration when they are waiting for calls to be answered, reducing their productivity even more. The result is that in a six-hour shift, agents typically do less than two hours of useful work.
Mekashron Call Center dials numbers automatically, and only forwards answered calls to agents – retrieving customer details at the same time. Agents don't waste time waiting or hunting for notes – they usually spend less than 10 seconds between calls. They often have more than four hours of productive work in a shift, and handle four times as many calls.
How to calculate the monthly ROI of Mekashron Call Center
3 hours (typical) extra work per six-hour shift xNumber of agent shifts in month xHourly cost of an agent
Mekashron Call Center gives your complete visibility and control of your call center operations, with a comprehensive set of graphs and reports that give you deep insight into how your call center is performing:
With Mekashron, you are not limited to historical statistics. You can also record calls, or even tap into agents' calls and listen to them in real time.
Mekashron Call Center works like an IP phone, using a protocol called SIP to place VoIP calls through your PBX. Each agent's Mekashron desktop client dials multiple numbers at the same time, and only puts those which are answered through to the agent.
The result is that instead of waiting 50% of their time for calls to be answered, agents typically only wait 10 seconds or less between calls.
If you don't already have an IP PBX, we recommend Asterisk, which can be purchased as an add-on to Mekashron Call Center. However, Mekashron will work with any IP PBX that supports SIP, and has been tested with Panasonic, Avaya and O12. Mekashron also supports analog voice modems, although you won't get all the benefits of VoIP.
If you are not sure whether your PBX supports SIP, tell your PBX provider that you need SIP extensions to make calls. If they want more information, ask them if they can connect to a simple SIP phone client such as X-Lite. If they do support SIP, they should provide your with a username, password and host name.
Read about hosted virtual PBX solution.