Does anyone have recommendations for software to support a telephone helpline?
I am a trustee on a board for a charity and we run a telephone helpline. We currently manually log call data but need to get up to date and use software to automate quantitative data which we can analyze to demonstrate demand. Any suggestions?
I think I know what you need. You need Freeje (https://freeje.com/). They provide multi-channel numbers. A multi-channel number allows you to receive several calls to one number simultaneously and distribute them among specialists, reducing the waiting time in the call queue. It is also possible to record conversations and to set a greeting message or IVR made by a professional speaker. Recording sets the client to a suitable conversation tone, provides reference information and reduces the load on call center operators.
Based on all your requirements, I think CallHippo VoIP based office phone system will be a good option. It's best to handle inbound and outbound calls. Their service comes at a very affordable price.
Jacqui - sounds like you are on a tight budget, have little time to learn a complex tool and need to manage people: I just tested Salesforce Desk and you can scale with this simple solution that is cloud based. If a robust CRM integration with Salesforce is required it took me 5 minutes to connect the two. Wish you nothing but success!
You could use SmarterTrack(https://www.smartertools.com/smartertrack/online-help-desk) which is a CRM software, or if you need a full call center software phone solution you could use 3CX (www.3cx.com). Both provide call logging amd reporting capabilities but from different perspectives and point in the call pipeline.
Perhaps you may wish to check on Knowlarity at http://www.knowlarity.com/. They uses Internet telephony systems to connect organisations with regional presence, and they are based in Singapore.
Hope this information helps.
I suggest using Microsft Excel & Microsoft BI. When you use both of those programs it should be able to help with your needs. Good Luck...
Try LiveAdmins 24/7 live chat software with support service. They will chat your online visitor and if visitor wanna call they will refer you and make all record of them. for example where the visitor come from etc.
Take a look at these Apps:
1. https://www.uservoice.com/product/customer-support/ (watch their videos)
Both have Integration with Zapier.com
Key is look at Apps that does ONE thing very well, ONE Task, and then have them INTEGRATE with other Apps that does ANOTHER thing well
Key is INTEGRATION and EASE of use
Find tools to:
1. Collect Information
2. Connect Information together
3. Convert Information into a Visual Representation of what's happening
That was the simplest approach.
The other approach is you need a DATA Architect consultant, someone who will look at your data, where its coming from, and DESIGN the framework where all the information is connected together in a seamless and simple way, to streamline this process and automate Business Intelligence.
Hi Ms. Spencer,
There are a few considerations at this junction. HIPAA compliance, PCI compliance, number of seats all play into what your core options are. In the virtual switch world, many of the providers today have robust analytics built in that easily provide big data call analytics as well as integrate with CRM solutions. Cloud based CRM may or may not be viable in a non-profit setting. If you need assistance defining your scope of work for today's needs and tomorrow's growth, please give a shout out. Much of the information listed from the professionals here is great information as I've imlemented quite a bit of this technology and some others based on a client's particular need and current position.
You have not mentioned the size of the operation (number of people answering calls) or the kind of data you want to analyse.
From your brief description I am just wondering whether you are looking at the following:
- Number of inbound calls
- Number of calls answered
- Number of abandoned calls (not answered)
- Average Response Time
- Average Call length
- Call Type Identifier – The call handler can input a code during the call to signify the call subject, outcome, or other important notes.
- Agent Productivity
If this is what you are looking for then a simple Call Management software attached to your telephone system would do the trick. There are various levels of sophistication depending on the information you need and also the telephone system you use. Any software such as this will rely on your telephone system to provide it with the relevant data. Not all telephone systems can provide “all” the information software like this requires so you need to check this with your telephone vendor and the software supplier.
You can try http://www.tollring.com in the UK which has integrated their software with Avaya, Samsung and Mitel (these are the ones I know but they can tell you what other systems they can work with). If you can let me know what telephone system you are using, I would be able to put you in touch with a right specialists.
I hope this helps.