Cloud Phone System For Modern Businesses

How Yeastar Call Center Solution Works to Delight Your Customers

How Yeastar Call Center Solution Works to Delight Your Customers

In the battle for customers, customer service becomes front and center. And it’s not difficult to imagine why and how. Providing the nearest experience to face-to-face engagement, phone-based service center offers the most direct and timely customer interactions that drive sales journey, build relationship, and generate satisfaction. And nearly every 9 in 10 businesses have telephone hotlines for customer services – scaling from smaller ones that only take orders to larger ones that provide consultancy and after-service support. It can be said that no matter what the business, size, or industry, call center has become the essential.

Despite the rapid growth of online customer service tools, 79% of consumers would prefer to contact a customer service center over the telephone.

Yet as essential a call center is to a business’s sales or other customer interaction processes, not all call centers succeed to meet their service goals. The culprit of poor customer experience like call jamming and ineffective call transfer can happen because the lack of effective call center tools and automation features.

In response, companies look for call center solutions that have the right functionality to provide better customer experiences while reducing call abandonment. And that’s where Yeastar P-Series PBX System fills the gap.

Tailored for the essential SME service center needs, Yeastar P-Series provides an economical built-in call center solution that includes all the fundamental yet effective features to help SMEs delight customers, empower agents, and elevate business.

Here are just 5 simple scenarios where Yeastar P-Series call center solution works to help.

1. Reduce Customer Wait Time

When customers call, the last thing they want to do is wait on the hold for an agent to route them to the right department. Yeastar P-Series PBX System automates and shortens that process by integrating the advanced automatic routing, IVR and sophisticated ACD queuing & distribution capacity for call center services.

With preset calling rules like date & time or call distribution strategies like Linear/Least Recent/Rrmemory, you can automatically connect callers to the most appropriate agents based on agent availability and their workload balance to shorten turnaround time.

Besides, the integrated interactive voice response (IVR) feature also adds the flexibility of 24/7 self-service mix. It helps you to identify, segment, and auto-route callers based on their input and collect customer data – for example, account numbers, required services type, or identification codes – for further service needs. When customers are empowered to “help themselves”, the call waiting time is greatly reduced and agents will also be relieved from repetitive tasks and invest in interactions that truly require human intervention.

2. Deliver a Memorable First Impression

The first touchpoint on the call determines how customers perceive a brand at a larger scope. Yeastar P-Series supports various customizable greeting options to add a sense of caring and professionalism to call center voice and make your brand appear positive.

When your customers reach the call center, the system allows you to keep customers entertained by playing custom greetings or on-hold music that caters to your brand image. And while customers wait in line, you will be able to utilize the enhanced on-hold announcement options to proactively serve helpful information (for example, special holiday announcements, offers, or product tips) and keep customers engaged. In addition, to improve customer experience during queueing, the system also makes it possible to auto prompt the callers of their position in line and announce the estimated waiting time periodically, making the potential long time waiting pleasant.

3. Take the Guesswork out of Agent Performance

Real-time data is the fuel of modern call center success. From the agents on the front lines to managers who focus on back-end metrics, knowing what happens at the moment allows not only the manager but every individual agent to improve productivity with eliminated guesswork. And Yeastar P-Series call center solution equips you with such power.

The P-Series’ innovative Queue Panel allows queue members to quickly grasp all the necessary information in a queue and conducts call adjustments in real-time, right from the browser.

Yeastar Call Center Queue Panel

For example, in the Queue Panel, queue manager can access simultaneously the real-time waiting call info, agent presence, and overall/individual agent performance data. When he/she spots that an agent has lower answered calls yet higher talk time than the average, he/she can quickly click to monitor the agent’s call and provide guidance accordingly. When necessary, the manager can also manually drag waiting calls to skilled agents for faster call resolution. Immediate performance insight, agent guidance, and call flow adjustment are made easy.

4. Ease the Burden of Agent Planning

Staffing is an issue for many call centers. Managers deal with everything from agent turnover to surges and dips in call volumes. And improper coverage affects your metrics and customer satisfaction. Yeastar P-Series call center solution provides real-time and historical statistics for you to set a baseline for scheduling.

To feed into the initial forecasting of workload, the system offers comprehensive call center reports based on your past performance, where you can get a hint of various key metrics (for example, number of calls handled per day/agent/queue, average duration, waiting time, and more) and determine how many agents your call center will need to function correctly and when is the peek time.

Yeastar Call Center Queue Panel

For the consistent planning adjustment, you also get the helpful tool of real-time Wallboard. It provides 16 queue performance data for you to identify the changes in call volume and agent resources, and thanks to P-Series’ graphical web portal, you can easily add/remove agents from a queue or switch agents’ status in less than a minute for the changes.

Related: Call Center Wallboard: the Do’s and Don’ts

5. Identify Key Areas for Performance Optimization

Featuring refined real-time and scheduled reporting system, Yeastar P-Series System call center solution allows you to conduct in-depth queue performance analysis without requiring database programmers.

You can to run targeted analysis based on custom timeframe/agent/queue selection and easily identify key areas for optimization with a variety of metrics – Service Level Agreement (SLA), call missed rate, abandon rate, average waiting time, call duration and other important call center KPIs. Graphical presentation of all these metrics are available on the report dashboard and can also be scheduled as downloadable reports in different formats – XLS, CSV, and PDF.

In addition, Satisfaction Survey function is also available for you to schedule a custom feedback request at the end of each call, which helps to rate your agent performance and collect customer insights on what is to improve.

Try It out Today

Yeastar P-Series call center solution is available with P-Series Enterprise Plan and Ultimate Plan subscription. Do not have a P-Series PBX System yet? Contact us today to schedule a free live demo and let us show you how the call center solution will work in live for your business.

Learn more details of Yeastar P-Series call center solution with the solution brochure here.

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User Login

Instantaneously receive user login credentials via email once the extension has been deployed by the adminstrator.

Log in conveniently via any web browser for access to the user portal.

Event Center

Determine what events and logs are to be recorded and/or have notifications sent.

Specify particular notifications to be sent to respective authorized personnel.

User Login

Access and manage user settings for softphone application and voicemail.

Manage call routing and presence status for your individual extension.

Retrieve or download your personal call logs and recordings.

User Login

Receive your log-in credentials and set-up guide via email, sent by your admin.

Log-in on any web-browser to get started with PBX set-up.

Configure contacts and personal settings from the web portal.

Auto Provision

Add, remove, or modify IP phone settings from your web interface.

Upgrade IP phone firmware conveniently from your PBX.

Upload various default setting parameters specific to respective IP phone models for greater convenience during set-up.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Have detailed contact information for your vendors and clients conveniently stored .

Bulk add a list of contacts instead of having to key details in individually.

PBX Monitor

Monitor the status extensions, whether they aren idle, in use, or unavailable.

Know whether your SIP Trunk running properly, or experiencing problems.

Monitor the number of call conferences currently running on your PBX, and their individual durations.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Call Detailed Report

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Filter by date, time, or extension number to retrieve specific call logs or recordings

Playback call recordings directly from the PBX or download to store externally.

User Permission

Set up vaious groups of users for allocation to certain sets of access rules.

Determine what features a certain group of extensions can or cannot access.

Determine if users can access, play-back, or download call logs and recordings from the pbx.

Portal Login Page

Receive your administrator log-in credentials and set-up guide via email.

Log-in on any web-browser to get started with PBX set-up.

Installation Wizard will guide you through basic configurations.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Determine specific the range of SIP ports for connection between your PBX and endpoints.

Restrict country codes for outbound calls either company-wide or on certain extensions.

Voice Prompt

Upload and designate customised audio recordings at multiple levels of a call journey.

Upload recorded music to fill the silence that would be heard by callers on hold.

Upload customised voice prompts to create a professional call experience.

General

Customize general call preferences either company-wide or for individual extensions.

Set-up feature dial codes for convenient user navigation to specific call features.

Determine how voicemails are retrieved, and also upload custom voicemail recordings.

Call Features

Add multiple automated responses to be played at different phases of a call journey.

Designate specific extensions to ring concurrently based on an external caller's dial pattern.

Customize messages and waiting times to keep external callers engaged when put on hold.

Call Control

Have calls received on specific SIP trunks routed to designated extensions within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Provision SIP trunk settings and dedicate them to particular extensions.

Bulk add DDIs on each SIP trunk, for allocation to an individual or groups of extensions.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Allocate and deploy specific extension numbers to respective users via email.

Set-up default ring and presence status settings for individual users.

User Login

Access all company contacts made available to you by the administrator.

Create your own personal contacts list for easy reference and dialing.

Bulk import contact details for convenient data entry.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Configure default call and user settings for individual extensions.

Customize allocation of user extensions to specific ring groups.

Integrations

Integrate various CRM software for better customer service and satisfaction.

Enable transcription of audio messages into text with integration of third-party transcription service.

Enable API for integration with various third-party integrations for advanced performance such as call center and hotel reception services.

Paging and Intercom

Create different types of paging and intercom broadcast groups for selected extensions.

Set a time schedule to automatically start your broadcast.

System

Provision email SMTP and template settings for event notifications to be sent out.

Manage storage allocation and duration of various types of data being stored on the PBX.

Determine the types of event notifications to be sent out, and the parties receiving them.

IVR

Add various audio voice prompts to be played according to different call scenarios.

Add voice prompts on multiple levels for more effecient and precise inbound call routing.

Voicemail

Customize default voicemail settings for each user extension.

Add various voicemail messages for allocation to different call scenarios and users.

Provision specific rules to how voicemail messages are played over the PBX system for better caller experience.

Reports and CDR

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Use intuitive visual call reports, to check various call statistics over extensions, trunks, queues, ring groups, and more.

Call reports can be viewed and downloaded directly from the PBX, or scheduled to be sent via email to respective parties.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Limit the number of otbound calls users are allowed to make within a time period to protect against toll fraud.

Restrict certain country codes for outbound calls either company-wide or on certain extensions.

User Login

Determine extension ranges for different functions.

Define use of different voice prompts depending on call scenarios or intended function.

Provision basic and advanced SIP settings to be used on the PBX.

Recordings

Record all calls made on specified trunks, including inbound and outbound calls.

Recordings

Record all calls made on specified extensions, conferences, or call queues.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Different types of trunks can be created, Caller ID can be customized.

Conference

Pre-set conference settings and dial-in passwords for security, and allow internal users to send conference invites to external parties.

Speed Dial

Create multiple speed dial numbers to respective external numbers frequently used for outgoing calls.

Speed dial is activated when the set prefix (default or customized) is dialed.

Ring Group

Create multiple ring groups and determine custom ring strategies and failover settings for each.

Call Queue

Create different call queues with specific ring strategies and failover settings.

Static agents permanently answer calls in queue, while dynamic agents can log in and out. Allocate different extensions to each group.

Determine what actions are to be allowed for Mangers or Agents to manage on the Queue Panel.

Call Control

Have calls received on specific SIP trunks routed to designated extensions or destinations within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Organize company contacts into dedicated phonebooks and determine accessibility rights to extension groups for each.

Bulk import a list of contacts instead of having to key details in individually.

Role and Client Permission

Pre-defined user roles within the PBX are conveniently available for allocation, or create your own set of permissions.

Restrict users from viewing specific extensions, departments, or extension groups with Extension Visibility.

Allow or resrict specific users from managing or viewing certain company contacts

Auto Provision

Pre-defined setting parameters specific to respective IP phone models are conveniently available for easy set-up.

IP Phones can be quickly provisioned to your Yeastar PBX with just the pre-defined template and device MAC address.

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