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We have a Virtual Call Center. Our primary focus is Outbound calling but with the right set up would do Inbound calling, as well. Our agents all work from home (mostly in Canada and the USA, however we are planning to add some Philippines callers, as well). Our Outbound calling is primarily to USA and Canada. Although sometimes we do International calling too. At the moment, they use a bunch of different Long Distance programs (Dial around numbers - which I pay for or home Voip systems like Skype or Vonage - which I pay for). These are not linked to the CRM. For our recording of calls we currently only do these "on demand" and at a higher rate (because of the costs associated to this). They dial into a toll free recorded system (which I pay for). The recordings are then online via this recorded calling card.
We have as low as 4-5 agents calling to as high as 30+ calling depending on projects coming in.
What I would like to have is this:
> My agents all to be using SIP phones like Eyebeam from Counterpath or something like this.
> All my agents to access a pool of VOIP minutes for calling using something very cost effective like Skype (North America plan is $15 per year unlimited calling in North America). There is also something that could be set up using FWD http://www.freeworlddialup.com (although I'm not sure how) and I am open to other ideas too.
> For all calling to be recorded, maybe using an IP recorder. Once the call is recorded, the files would need to be desigated by rep (maybe phone number) and by job, and uploaded to a website. This website would allow a person to go in and listen and/or download the mp3 file or wav file of the voice recording. You could only login per specific job with a password (this would allow our clients to only access their own recordings).
> We would like the phone/recording system "attached" to our Open Source CRM, so that information would be populated in both systems and could allow for "click to dial" and/or an asterisk autodialing system like www.callfire.com
> Would like a basic internet autodialer capability like www.callfire.com - very basic version.
> If possible, we would like the ability to listen in on a live conversation and maybe even "whisper" to the reps while on the line to help them out
> We also need the ability to do a Live Call Transfer with this phone system.
> Would like an internal messenger system from management to reps (like a basic yahoo messenger, etc).
A suggestion is that this system could be created using Asterisk or something of the like.
We would like to keep our costs down for this build. So, please keep that in consideration. Also, we expect there will be monthly charges for system maintenance and tech support, etc - We also would need to know the costs here and any monthly VOIP / Long Distance costs. Any other costs I should be aware of?
We are not interested in "Per Seat" bids as we have way too much fluctuation as noted by the 5-30 agents at a time. We really need this scalable that we can add US, Canadian or Philippine Callers, as needed.
We also need to know what time frame this would take to do this job? Any other things I need to be aware of?
We look forward to your replies....