Telecoms Systems and IT Infra-Structure

We have a bespoke phone system installed which is monitored and updated online. All calls, activity and lines can be changed, looked at and listened to easily by logging in and selecting either individual lines or groups. We constantly check all call volumes several times a day to make sure that our teams are working at optimum efficiency. All Team Leaders and Managers have access to this system so they can manage their teams effectively. We do review our systems and process with all IT and phone lines regularly to make sure we are ahead of the game. We also offer all of our customers their own live recording feed, so they can listen to calls being made on their behalf as they happen. Our systems are state of the art and have been amended and customised in line with the feedback and requirements of our existing clients. As we are motor trade specific, this has allowed us to become specialists in Motor Trade outsourced solutions and with over ten years' experience, we have developed our systems to ensure that all dealerships and manufacturers' needs can be catered for.

Disaster Recovery

With regards to disaster recovery we have two suppliers of both phone lines and internet for each location. If we should lose connectivity for any reason, then our systems automatically recognise this and switch to our alternative supplier. We have a dedicated IT resource that is on hand 24 hours a day for support. Should the unthinkable happen and we completely lose our broadband with both suppliers, then we are able to switch all services to one of our other sites which again have different suppliers thus ensuring a seamless and consistent supply.

Data Security

The security of our clients' data is extremely important to us, for this we have in-house servers and back-up systems to make sure that all data is 100% safe. All employees sign contracts to ensure all data is kept under our roof, no data leaves the offices or shared with other companies. In addition, we have secure data transfer sites which allow us to transfer data to and from our clients with 100% security.

Call Management

As expected, we have a state of the art call management system which monitors all of our agents' performance down to the second. We are able to review, train and praise our agents by utilising our monitoring system which also forms part of their reviews.

Reporting

Here at On Target we have invested heavily in our latest on line live reporting facility. We have taken into account our clients comments and requirements both small and large and created a simple yet effective on live reporting suite that is tailored to each customers details. This suite is available to each individual site with their own performance and conversions which is then collated to a regional and/or company report. We can give each service/sales manager their individual log-ins for their site as well as regional manager access for specific linked sites.

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