The high level of accuracy, call handling and reporting that Call Connection maintains is due to the technology that supports the call centre - 'InPhoSys'.

InPhoSys is an associate company of Call Connection, which provides the software to control and record the activity of the telephone system down to the lowest level of call fragment.

InPhoSys has two core products, InPhoCall and InPhoQuest. InPhoCall, the reporting and routing software, achieves an advanced level of statistical documentation using the TAPI interface from the telephone system. InPhoQuest is the scripting tool, which dictates how agents handle calls from various sources. Within InPhoSys software, there is integrated call recording which allows call listening directly from a report.

For Call Connection, this level of accurate information and control over its own telephone system has been vital for the operation and management of the business.

IP Telephony: Internet Protocol Telephony was successfully implemented throughout the call centre in 2007, allowing our software to become more comprehensive and thus allowing more access to interactive components for the agents to use during working hours. This also allows for a more future proof and expandable system than the previous hardphone route, which is used in the majority of call centres.

Data Transfer: Our latest system development is data transfer, whereby details collected from the caller can be transferred directly to our partner along with the live call. The shopper therefore only has to give their details once, either via telephone or online, to obtain a wide selection of quotations. Call Connection also provides aggregator technology to both on and off line activities.