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The Top Reasons Our Customers
Love FlexCall
- Call center solution with no hardware, software or switching costs—ever
- Set-up and deploy your full-function call center in an afternoon
- Responsive support and assistance
- 100% web-based hosted system
- Low monthly cost per agent
- Highest reliability in the industry
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Cloud-Based, Hosted
Call Center Solution
Only Halloo delivers
live call control through a Rich Internet Application, requiring no
plug-ins or additional software. The Web-based Agent Console shows the
status of active and queued calls, displays the log-in and on-phone
status of other agents, and allows agents to pick-up, drop, transfer,
conference, or reject calls. Supervisors can also monitor or join
calls as needed.
Considering a hosted phone system for the first time?
Learn what factors you should consider before choosing a service for
your business.
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Real Customers.
Real Success.
Jun, 2011
Diane Mathes
Senior Sales Representative, Walking Fingers Telemarketing “We are very happy with the service we have had for 10 years. If there was an issue it was always on my end. You…”
Full story»
Sep, 2011
Joan Loring
Owner, A Tan-In-A-Can Mobile Tanning “I am a new customer, so far so good. ”
Jan, 2012
Stephanie Winslow
ASL Interpreter Connect, LLC “Halloo, Wow, you guys really ARE quick and responsive. Thanks so much for your assistance.
I am looking forward…”
Full story»
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The Web-Based Way to Increase Productivity and Decrease the Expense of Running Your Call Center
Halloo Communications FlexCall Center eliminates the major obstacles
and expenses involved in establishing, managing, and expanding the call
center function for companies that require 4 or more active agents.
A full-featured, completely hosted solution that grows with you
All you need is your Internet browser. Installation is virtually
instantaneous (and our support technicians are ready to guide you
through the simple process). You never have any expensive hardware to
purchase. There is no complicated software to download and no
software upgrades to manage. Halloo manages upgrades, growth and
capacity, so you never have to worry about maintenance costs or
outgrowing your system.
Design or reconfigure your call center the way you want, when you
want
Set-up and operation of your call center can be done using either
your browser or a telephone—we've taken the complication out of
implementation. Being Web-based also allows you to rapidly form and
manage your team regardless of location. The system routes calls
efficiently to your agents at their own phone lines, wherever they may
be. You can reconfigure, monitor, and manage your team on-the-fly
from anywhere—all you need is an Internet connection.
Simple to use
This is no repackaged, off-the-shelf product. Halloo Communications
has built this industry-leading solution from the ground up. We have
drawn on the experiences of thousands of users to provide a Rich
Internet Application and intuitive user interface that sets a new
standard in the industry for ease of use.
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Rock solid reliability
FlexCall Center™ is designed to provide the highest level of
reliability in the industry. The application is built on top of the
industry's most reliable software platforms. We're tied into the major
tier-1 networks and offer triple redundancy by running at multiple
data centers. In addition, our technicians monitor the system 24/7 to
anticipate and handle any issues that could potentially arise—assuring
maximum up-time.
See for yourself
The best way to fully appreciate the ease of use, flexibility of
administration, and freedom from the hassles or expenses associated
with a traditional call center, is to experience a demo and see for
yourself.
Plans start at $199.95 per month for one supervisor and three agent seats, three queues, and two mailboxes.
The basic plan includes 1,000 prepaid plan minutes (usable from and to the 48 US states). Additional agent
seats are available for $19.95 per month and supervisor seats are $24.95 per month. Out-of-plan minutes are 3.9 cents per minute.
All call center plans have a $150 setup fee. Changes to your plan may incur a change fee.
Contact the Halloo Service Center to speak with one of our advisors
for more information. The plan is expandable as your company grows agent by agent.
Learn more
Learn more about Call Center terminology and how incoming calls are managed in a
typical call center »
Call us at
(888) 238-3822
to speak with a FlexCall specialist. Find out
how Halloo can improve your call center today.
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Tech Talk
Anatomy of a typical call center
To better understand the terminology associated with the FlexCall
system, lets take a look at a typical call center setup. Callers
enter your system through one or more Toll-Free or Local telephone
numbers. An Auto Attendant provides initial routing, to
transfer callers to the appropriate Queue.
Callers wait in queue until an Agent becomes available to
answer the call. Agents may specialize in one type of call, or may be
cross-trained to take calls from multiple queues. A Supervisor
is a special agent who has the ability silently monitor or actively
join in to live calls in the system.
Life cycle of an inbound ACD call
The life cycle of an inbound call consists of the following segments:
All calls are initially answered by an auto attendant, which
directs callers to different queues or departments. For example
a caller pressing “1” might be routed to the Sales Queue.
The second step is queuing. This is an optional step, as calls are
delivered immediately if agents are logged in and available. If all
agents are busy, the call will wait in queue until it can be
delivered. The caller will hear the pre-programmed delay
announcements consisting of company promotions, general
instructions, or music. If there are no agents logged in to take the
call, the system will route the call to another extension or voice
mail box, as configured in the queue settings.
The third step is to deliver the call to the next available agent
and alert her by ringing her phone. During this time, the caller
perceives that he is still in the queue and continues to hear the
delay music. If the agent fails to answer the call, it is placed back
on queue for delivery to the next available agent.
If the agent answers the call, he will be connected with the caller
and free to talk, put the caller on hold, transfer the call to another
extension, etc. This entire time is counted as the Talk Time of
the call.
Finally, once the call ends, a rest period known as the Wrap-Up
Time begins. During this time the agent may take care of chores
relating to the just completed call, such as updating a CRM
database. During wrap-up, the system will not deliver new calls to
that agent.
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How many customer service reps do I need?
Proper staffing is an important factor in providing good customer
service. Fortunately, the number of reps you’ll need for your
queues can be calculated easily. Nearly a century ago,
Danish mathematician Agner Krarup Erlang formalized the science of
traffic engineering and queueing theory to come up with the optimal
number of representatives needed for any given situation. Factors
that go into the Erlang traffic model include average length of call,
number of calls per hour, desired service level, and average wait
time. Example suggested staffing levels based on the “Erlang C”
formula follow:
| Number of calls (hourly) | 10 | 20 | 60 |
| Avg. length call (mins) | 3 | 3 | 3 |
| Wrap-up time after each call (mins) | 1 | 1 | 1 |
| Wait time (secs) | 20 | 20 | 20 |
| Service level | 80% | 80% | 80% |
| Agents needed | 2 | 3 | 4 |
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