Ultra provides a unique and unrivalled comprehensive support service to help their contact centre clients achieve optimum performance.
Every Ultra solution is backed by this unique comprehensive support service offering flexible, timely advice as needed; including dedicated dialling support and help desk teams offering you expertise, experience and peace of mind.
The key benefit of this support is that you can concentrate on delivering exceptional end-user experience and focus on the development of your core business service.
The key benefit of this support is that you can concentrate on delivering exceptional end-user experience and focus on the development of your core business service.
Real time Monitoring and Management Information
All of your campaigns are monitored by the Ultra staff in real time with each phase of an agent’s transaction with the customer being recorded in the online management information in complete detail.
Proactive campaign management and comprehensive support is given to your teams by the complete Ultra support team with focus coming from your own support team champion and additional support comes from your dedicated account manager.
The team provides call centre technical support and campaign support to the clients and include highly experienced contact centre managers and IT engineers.
This real time monitoring is achieved by the team using the same management information and remote monitoring tools that are provided to the Ultra clients to run their operation. Access to this MI reporting and real time managers tools is via secure online access and allows us to monitor clients around the world.
Client benefits –
- Ultra clients are given access to unlimited MI reporting and remote monitoring tools, all inclusive to their ongoing service.
- Comprehensive management information and reports covering individual agents, call centre campaigns and overall contact centre performance are available to the appropriately authorised centre staff at any time.
- The Managers Monitoring tools and the Voice Recording tools are included as standard in Ultra’s Complete Call Centre Solution allowing you to manage your business second by second if necessary – and with archived storage and a library of all recordings available if required.
Support Desk – tasked to help
The Ultra support desk proactively works with your campaign managers and supervisors to help you achieve the best from your own individual campaigns. As Ultra provides its solutions on a pay as you use model this means that our focus is to keep your sites productive and that we work to the same goals.
We therefore provide this comprehensive support to assist you to help meet your requirements and your clients’ demands.
The team are thoroughly conversant with managing multiple, concurrent call centre campaigns and agent teams of all sizes and configurations. They will assist you fully, with the initial setup, and ongoing help and training is given to ensure that together, we consistently achieve optimum performance and results.
This comprehensive support is unmetered and inclusive to your ongoing service.
Technical Support
This Ultra team is responsible for the set-up and integration of the Ultra system within your business. This includes interfacing software applications and packages you are currently using with Ultra’s solution.
You will receive upgrades and improvements as part of the package, and our technical support team are responsible for the seamless integration of these development updates with your system.
Read Summary of Ultra Value-added proposition
Many call centres face the additional costs of new functions, upgrades due to regulation, maintenance and for expansion.
Ultra offers it's clients many inclusive services:
- Unlimited supervisor / manager’s remote monitoring tools – these can be used for even remote workers/sites.
- Unlimited MI reporting
- Unmetered unique comprehensive support 24/7/365
- Voice recording is inclusive to the solutions – all calls are recorded and recordings stored as part of the service for 3 months online.
- Regulatory and general upgrades are included within the normal service – there is no requirement to budget for upgraded versions over the years.
- Ultra support team – the team are an extension of your own staff, managers and IT team, and they help to maximise your results.
- Call centre technical support is available for new integrations or new centre set-ups.
The unique and comprehensive support given to Ultra’s clients ensures that campaigns are optimised and SLA’s are achieved.
Key phrase (no times appears in content) – Google searches in last year – AdWords competition
Existing phrases (appear 3 or more times in text):
comprehensive support (8) - 550,000
call centre (6) - 165,000
support team (5) - 14,800
management information (4) - 673,000
real time (4) - 1,220,000
monitoring tools (4) - 3,600
technical support (4) – 550,000
ultra support (3) - 480
contact centre (3) - 40,500
remote monitoring (3) - 49,500
remote monitoring tools (3) - 390