Operator Call Center for premium conference services

Delivering premium conference services requires efficient and economic live operator support. Our Operator Call Center (OCC) meets these challenging requirements by offering the complete range of inbound call centre functions combined with an integrated, comfortable audio console. Skill Groups handle requests in different languages, conference reservations, account management, operator fallback calls and live operator calls. Conference participants can easily be added, dropped or moved between conferences. An operator can become a co-host, for example in a Q&A session.

Multi-client enabled platform and distributed operator desks

The multi-client capability of the Lindenbaum Conference platform has as well been applied to the OCC consistently. Thus resellers can be added and their own ACD groups with teams and operators can be assigned to them. These reselleroperators can then provide their services from another location or from different locations. This allows for example operators to serve a reseller located in Hungary who has its own operator team staffed with native speakers. Distributed operator teams can be connected via PSTN or VoIP.

Monitoring and quality management

Monitoring and service quality management are essential to achieve service excellence. Call recording, silent monitoring, online statistics, wallboards, and on-site coaching provide a powerful set of tools in order to systematically assess and improve quality.