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Multi-client Call Centres: The HARX Telephony FAQ
On-site or remote, several clients, several countries: key answers to structure a call centre with HARX.
Structuring a multi-client call centre
Who is the Multi-client Contact Centre plan for?
Call centres located in Europe, the United States or outsourcing countries such as France, Morocco, Tunisia and Senegal.
Can agents work remotely?
The plan suits agents on site as well as remote agents. Each centre chooses the organisation that fits it.
How do I handle several clients at once?
Keep instructions, greetings and procedures clearly separate for each client. An agent must always know which client they are answering for.
How do I train agents for a new client?
Prepare a short file: presentation, scripts, frequent cases and cases to escalate. Let agents hear examples before the first real calls.
How do I monitor call quality?
Define simple criteria with the client, listen to exchanges regularly and share concrete feedback. Avoid overly long scoring grids.
How do I organise teams across time zones?
Map each client's hours and assign teams accordingly. Plan clear handovers at the end and start of each shift.
Does AI assistance have a place in a call centre?
HARX Telephony provides an AI that assists during calls. It can support agents, under the team's responsibility and within the client's guidelines.
Keep reading
Creating your access, signing in, protecting your account and knowing who can use what: the essential answers.
How an AI can assist during a call, what it does not replace and how to use it with good judgement.
History, follow-up and callback organisation: how the call log helps you keep track of everything in your day-to-day activity.
A number from your country, inbound and outbound calls, reception/secretary service and an AI to assist you.
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