Call Handling Services Ltd

London based Call Handling Services Ltd, specialists in the provision of inexpensive and bespoke hosted telephony solutions, have been using C3’s mass call handling platform, Apcentia, for more than 10 years to deliver virtual call centre solutions to public and private sector organisations in the UK.

C3’s Apcentia includes robust call recording facilities and has been fully integrated with Call Handling Services virtual call centre software. This software connects all call centre staff; including part time workers, home workers and specialist subject workers, to a centralised call centre so every call can be dealt with quickly and efficiently. Call centre staff, irrespective of their location, have access to all callers’ details, account history and past queries, if they are logged onto the centralised call centre system.

C3’s mass call handling technology was first used by Call Handling Services to provide automated telephone information services for Citizens Advice bureaux  - they now provide hosted telephony services for more than 280 bureaux in England and Wales.

Citizens’ Advice information services use 08xx numbers and these are provided by Call Handling Services.  Callers dial the number and if all operators are busy the call is answered by C3’s call handling system.  All callers are played a pre-recorded message that includes information about office opening times, regional office numbers different types of services available and services that can be found on the Citizens’ Advice website. Callers access the information or service they require by responding to a series of automated voice prompts using different keys on their phones.
 
Call Handling Services are also a partner of the Telephone Help Lines Association  and they use the same virtual call centre technology to provide telephony information services for organisations such as Mind, the British Heart Foundation, Barnados and Scope. These services are delivered in accordance with “Varney” guidelines for improving public sector contact centre facilities.

Comments Henry Fletcher from Call handling Service. “We have been C3’s customer for a number of years and have a good relationship with them. Their IVR technology is very flexible, which means we are able to develop bespoke virtual call centre solutions for our different customers.”

Call handling Services now have three separate platforms operating in three major networks.

C3’s call handling platforms are scalable and integrate seamlessly with many other IVR applications including call conferencing, automated attendant, prepaid services and call recording. It may also be used in conjunction with third party communications technologies such as speech recognition and text to speech in order to further enhance automated telephone information services. Its robust back end database has the capacity to store record the details or callers and reports can easily be generated for analysis purposes. Our virtual call centre software will run over traditional telephony networks and the more recent IP networks.