software for handling large volume of calls for business?

[ZippyDan]

is there some software behind the ability to handle lots of calls coming into one number? i.e. calls to a tech support number. software that will keep people in line, keep track of how long each person has been waiting on hold, calculate average hold time, give those annoying messages to the people on hold (your call will be answered shortly bla bla)m etc.? there is probably some hardware involved with this too, i guess im looking for a package....

~Zippy!

 

[labgeek]

Yes, the software and hardware exists and is often packaged together. What you're looking for is "call center management" software and hardware. If you already have a telephone system in place it needs to be able to work with your phone system. If you're buying or replacing a system, you should be able to get a package that includes it. Large phone systems can be quite complex. A local vendor who knows there stuff can be quite valuable when the feces hits the rotating oscillating cooling device...

 

[ZippyDan]

im looking into this in regards to a small local business. like 3 people answering phones, and # of calls per day in the several dozen. as such, the price point needs to be low - this is not a huge setup. any recommendations? thanks for your help in pointing me towards the right product category 🙂

~Zippy!