The technology of call centre Echo
Quick response and undisturbed work of the call agents is enabled by modern computers and high-quality equipment. Special attention is paid to the development of our own software, which can be expanded and adapted to suit each client individually.
We use specifically designed programs to keep track of calls, produce reports and inform our clients. We also operate with high technology telephone, mail and web servers and VoIP and GSM gateways. There are 200 telephone numbers and over 60 voice channels available; in addition to the primary conduit SIP trunks of various Slovenian and foreign providers of VoIP telephony are also connected.
The central phone server is based on the Asterisk platform and supports virtually all known protocols, including ISDN, SIP, H.323 and IAX. The applications of our clients can be accessed via VPN connections (IPSec) remote desktops (RDP, Citrix), or through a password and certificate protected Internet connection (https).
As a rule, high-end equipment with redundancy (where possible) is used.
When selecting employees, special attention is paid particularly to their professionalism, attitude towards customers and well-developed communication skills.
Our agents are fluent in at least one foreign language, trained in communication, friendly, well educated, reliable and widely proficient. Your customers will therefore receive professional care from the first moment they make contact to further nurture the relationship. Most of our agents are permanently employed, which ensures improved knowledge of our clients’ requirements and a greater work motivation.
Their work is performed under the watchful eye of experienced team leaders, who continuously monitor the quality of work and consistency in accordance with the client’s instructions.They also organize education and training (including, but not limited to SDI, rhetoric courses, advice for dealing with difficult customers and sales techniques).
We are aware that the excellence of our service is also based on employee satisfaction. Our call agents are therefore provided with a positive working environment which enables them a continuous personal development. Their well-being is also reflected in communicating with customers, who receive personal treatment and a genuine relationship.