1. Skype connect project for Chile and México
We need to have a call center system implemented using skype connect.
Who we are:
We are a small online marketing agency based in Chile that does business with Chile, México, Colombia and Perú.
Current situation and challenges for Chile and México:
Currently all our communication is done using skype. We have several skype numbers for Chile and México that are linked to all our representatives’ skype accounts on their computers in Chile.
The problem we have at the moment is that the majority of the phone calls we receive come from one of the skype numbers we in each country. Thus, if that representative is on the phone with a customer, we are losing the other phone calls we receive. We are aware that you can transfers the phone call, however we run into trouble again if the representative is on the phone.
We have a total of 6 representatives that could take some of the incoming calls.
What we need
We need a call center type of system that allows us to leave people waiting in line while one of our representatives gets available to take the call. Also be able to redirect phone calls internally. All this must be done using skype. As far as I know we need a SIP-enabled PBX.
2. Improve calls’ quality for Peru and Colombia
We have purchased local phone numbers in Peru and Colombia that get forwarded to our numbers in Chile. Unfortunately skype doesn’t sell numbers in these two countries so we got the numbers through a forwarding company (http://www.tollfreeforwarding.com/)
All the outbound calls to Colombia and Peru are done using skype and with are pretty happy with the quality of the calls. However, the inbound calls are the ones we a have a problem with. The quality of these calls is really bad.
Additionally, when we have a missed call, we can’t see the phone number we are getting the call from and therefore we lose that important information.