Increase your call center agents' productivity by up to 220%
In today's competitive business landscape, small and medium businesses need to effectively market, sell and serve their customers to stay ahead.
Software Overview
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.
- Increase call center agent's productivity by up to 220%
- Connect calls automatically – no wasted time with unanswered calls
- Track all your customer interactions in one place
- Manage telemarketing campaigns
- Broadcast marketing and service messages to your customers
- Handle financial transactions – including credit cards and subscriptions
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 waiting for calls to be answered, reducing their productivity even more. Agents typically do less than two hours of valuable work in a six-hour shift.
Mekashron Call Center dials numbers automatically and only forwards answered calls to agents – retrieving customer details simultaneously. 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 x
Number of agent shifts in month x
The hourly cost of an agent
Control
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:
- Get detailed data on your campaigns, including who has been contacted by voice, fax, email, and SMS
- Compare by agent, type of customer, customer location, periods, and more
- Track sales by agent, product, payment type, and result, as well as other criteria such as recurring sales
With Mekashron, you are unlimited to historical statistics. You can also record calls, tap into agents' calls, and listen to them in real-time.
Telephony Integration
Mekashron Call Center works as an IP phone, using a protocol called SIP to place VoIP calls through your PBX. Each agent's Mekashron desktop client dials multiple numbers simultaneously and only puts those answered 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, Purchased as an add-on to Mekashron Call Center. However, Mekashron will work with any IP PBX that supports SIP and tested with Panasonic, Avaya, and O12. Mekashron also supports analog voice modems, although you won't get all the benefits of VoIP.
Tell your PBX provider that you need SIP extensions to make calls if you are not sure whether your PBX supports SIP. If they want more information, ask them if they can connect to a simple SIP phone client such as X-Lite. If they support SIP, they should provide you with a username, password, and hostname.
Read about hosted virtual PBX solution.
CRM and Billing
In today's competitive business landscape, small and medium businesses need to effectively market, sell and serve their customers 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.
- Increase agent productivity by up to 220%
- Connect calls automatically – no wasted time with unanswered calls
- Track all your customer interactions in one place
- Manage telemarketing campaigns
- Broadcast marketing and service messages to your customers
- Handle financial transactions – including credit cards and subscriptions
