Clearspan Call Center

Call Center Services (Automatic Call Distribution) offer the ability to spread calls evenly among customer service representatives.

Overview

Call centers on the Clearspan system provide customers with a single telephone number and allow departments to determine how incoming calls are distributed. Agents have the flexibility to answer calls via a phone or device with the Clearspan Communicator app, both on and off campus.

Highlights

  • Process incoming calls more effectively
  • Reduce or eliminate abandoned calls (hang ups) by providing queue or announcements
  • Receive reports that include but not limited to:
    • Call traffic statistics
    • Total number of calls answered
    • Number of calls abandoned (hang ups)
    • Agent statistic

How it works

Departments requesting a call center will work with OIT to design a solution to fit their needs. During the consultation, OIT will provide a cost estimate for the call center, which will include charges for the call center number, agent lines, supervisor lines, and design time. Pricing varies based upon the features requested and a list of typical charges are detailed below:

Call Center Number Call Center Agent Call Center Supervisor
  • Voice Over IP Line
  • Call Center (Standard or Premium)
  • Design Time (charged by the hour)
  • Voice Over IP Line
  • Call Center (Standard or Premium)
  • Software Charge
  • Device Costs (Phone vs Communicator App)
  • Call Center PC Agent (optional)
  • Voice Over IP Line
  • Software Charge
  • Device Costs (Phone vs Communicator App)
  • Call Center PC Supervisor¬†

Additional information regarding pricing can be found on the voice service rates page.

Things to consider:

  • Does the call center need to allow for different routing plans depending on time of day (night service) or day of the year (holiday mode)? Are there times where calls will be temporarily diverted to another destination?
  • Could the call center have more than 50 callers waiting in queue?
  • Do supervisors need to monitor calls?
  • Do agents or supervisors need access to the web interface to view real-time phone traffic and agent performance?

Important Information:

  • This service does not allow for international long-distance on outbound calls
  • This service is currently not PCI compliant
  • Do NOT use your Clearspan Communicator to dial emergency services such as 911. Emergency calls from your Clearspan Communicator may be routed to an incorrect dispatch center,¬†potentially delaying or preventing emergency services. It is recommended that you maintain alternative telephone access for emergency dialing.

Additional Resources