Telecoms | Pulborough & West Sussex
Contact Centre Solutions in Pulborough
Help more customers in less time. Our cloud contact centre gathers calls, chat and email in a single place, sends each enquiry to the best person to handle it and shows you live how your team is doing, with support from a local Pulborough team behind it.
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Contact Centre Solutions That Make Every Enquiry Count
Customers who sit on hold, get transferred from team to team or wait days for an email reply tend to take their business elsewhere. An inbound contact centre gives every conversation a clear structure, so that never happens.
Each call, chat and message is queued, given a priority and handed to an agent with the matching skills. Staff work from a single screen showing the customer's history, while managers get a precise view of activity at all times.
As a cloud contact centre, it needs no hardware purchase, lets agents work from any location and charges only for the seats you use. Combine it with our business phone systems or 3CX, plus Microsoft Teams for calls between colleagues.
Speak to a contact centre expert
Omnichannel contact centre features
Features That Help Agents Respond Well
All the tools for handling inbound customer contact, from the moment the phone rings to the final follow up.
One queue for all channels
Phone calls, website chat, email, WhatsApp and social messages arrive in one shared view, giving agents the full thread and making sure no enquiry is missed.
Intelligent call routing
IVR menus, skills based ACD and opening hours rules connect every caller with the right person on the first attempt.
Real time wallboards and reporting
Watch queue sizes, waiting times and missed calls live, then use straightforward reports to staff up for your peak periods.
Call recording and quality scoring
Capture calls, rate interactions and train staff using genuine examples, with every recording held securely and handled in line with UK GDPR.
The benefits
Satisfied Customers, Relaxed Staff
A properly managed contact centre is about far more than picking up calls. It shortens queues, prevents enquiries from being lost and equips your team with what they need to fix problems in a single call.
We handle the installation, integrations and continuing support, leaving your managers free to concentrate on customers instead of the systems underneath.
- Reduced hold times through queueing, callbacks and overflow rules
- CRM caller records displayed before the agent picks up
- Agents sign in from the office, at home or wherever there is internet
- Out of hours messages and voicemails delivered to the correct inbox
- Extra seats for peak seasons, removed again once demand drops
- Installed, monitored and looked after by our local Pulborough team
How it works
Setting Up Your Cloud Contact Centre
Your contact centre ought to suit the way your business runs today. Our four step process takes your Pulborough team from planning to going live without the guesswork.
Review how customers contact you
We study the routes customers use to get in touch now, the channels they favour and the points where calls get dropped or bounced between staff.
Plan your call flows
We shape IVR menus, queues, routing and reports around the way your team works, then send a straightforward fixed price proposal.
Configure and go live
We set up the system, link it to your CRM, port your numbers and move across during a quiet spell so customers notice no disruption.
Train and improve
We coach agents and supervisors, go through the reporting with you and adjust routing whenever your call patterns shift.
Frequently asked questions
Contact Centre FAQs for Pulborough and West Sussex
What does inbound call centre software do?
Inbound call centre software manages large volumes of incoming customer contact. It places calls, chats and emails in queues, passes each one to a suitable agent and shows managers live figures on team performance.
Do you need to be a big company to use a contact centre?
Not at all. Plenty of the Pulborough firms we support run teams of five to fifty agents. A cloud contact centre hands smaller businesses the routing and reporting found in large call centres, with no heavy initial outlay.
What channels does an omnichannel contact centre cover?
Phone calls, live chat on your website, email, SMS, WhatsApp and Facebook Messenger are all handled from a single agent screen, letting customers reach you on whichever channel suits them.
Is home working possible for agents?
It is. Agents sign in using a desktop or browser app and answer calls under your business identity wherever they have reliable internet. Supervisors keep a live view of every agent and queue.
Does it connect to our CRM or helpdesk?
Usually, yes. We integrate with systems including Microsoft Dynamics, HubSpot, Salesforce and Zendesk, so the caller's record pops up on its own and each interaction is recorded.
Will our current phone numbers move across?
They will. We port your existing numbers onto the new system, so the numbers on your website, invoices and vans keep working as before.
How are call recordings protected?
Every recording is encrypted, kept in UK or EU data centres and limited by role based permissions. We help you choose retention periods and pause recording while card payments are taken, if required.
Can we try the platform before signing up?
Certainly. We can give you a live demo built on call flows that reflect your business, letting you explore routing, the agent screen and reporting before you decide.
Get in touch
Speak to Our Pulborough Contact Centre Team
Let us know the size of your agent team and the channels your customers prefer, and we will suggest the contact centre setup that fits. Call 01798 263146, email hello@pulboroughitsupport.co.uk or send a message and one of our engineers will reply.
Contact us