Carphone Warehouse B2B fixed line division Opal Telecom has announced a solution for complete call management designed to help businesses cope with flexible working.
In April, the right to request a flexible working pattern was extended by the Department for Business, Enterprise & Regulatory Reform (BERR) to cover employees with parental responsibilities.
The move is expected to generate 4.5 million additional requests for flexible working, creating a number of significant ICT challenges.
In response, Opal has launched Contact Manager, an online portal offering a complete inbound call management solution, providing customers with a flexible way of routing, managing and reporting calls without additional capital costs.
The solution enables businesses to monitor calls by home-based teleworkers through a web programme, and runs off Opal’s £200 million IP network. The product can be adapted to fit the needs of individual businesses with its script editing functionality.
Opal managing director Paul Lawton (pictured) said: “We are providing employers with a unique product which offers a flexible, secure and inexpensive way of managing and monitoring inbound calls made by employers – whether in the office or at home. Contact Manager also allows businesses to monitor and improve call connection and handling times.”