SCOPTEL

At TRUENAV, we offer advanced call centre solutions designed to enhance your customer experience and optimise operational efficiency.

By leveraging the robust capabilities of Scopserve’s ScopTEL Call Center software, we empower businesses to deliver exceptional service across every interaction.

SCOPTEL

Smart Routing for Superior Service:

Our call routing strategy utilises skill-based distribution to ensure each call is directed to the most qualified agent. This dynamic system adapts to fluctuations in call volume, ensuring that every customer is promptly assisted without compromising service quality. Additionally, our system supports routing based on the caller’s number, enabling personalised service and prioritised handling for VIP customers.

Comprehensive Call Management

With TRUENAV’s call centre solutions, managing incoming calls has never been easier. Our system offers a wide range of features, including:

  • Call parking and hold music
  • Fallback destinations for seamless service continuity
  • Personalized scripts to enhance customer interactions
  • Voicemail integration
  • Queue position notifications to keep callers informed
  • Pooling options for efficient call handling

Agent Empowerment Tools

Our solutions are designed to improve agent productivity with features like:

  • Live chat support
  • Qualification codes and pause functionalities
  • Call recording for quality assurance
  • Secure agent authentication
  • Customizable agent groups and web portals
  • Automated announcements for callers and agents

Real-Time Monitoring and Reporting

TRUENAV provides supervisors with ScopSTATS, a powerful real-time monitoring tool developed by Scopserve. This interface offers live graphical views of call activities, enabling supervisors to manage agent status efficiently. The reporting engine delivers comprehensive statistics on Automatic Call Distributor (ACD) and queue performance, offering insights into various aspects such as call concurrency, source/destination analysis, and detailed billing information.

Thought Leadership

HOW CAN WE HELP YOU?

We understand the complexities of the telecommunication space. If you are looking to get a true perspective on your situation and what you can do to start or improve. Fill in your information below and tell us what you’re looking for so we can make sure the right person speaks to your about your business needs.