FAQ

Can supervisors monitor and assist agents live?

Yes. Supervisors can listen in, whisper advice to agents, or barge in on live calls as needed.

How do agents interact with the platform?

Agents use a browser-based interface to handle calls, respond to chats or emails, and log interactions. Admins can monitor queues, coach agents, and adjust call flows in real-time.

Does the platform support remote work?

Yes, agents can log in and work securely from anywhere using only a browser and internet connection, making it ideal for distributed teams.

What features are included in the Flash Call Centre solution?

CRM integration (e.g., Salesforce, HubSpot, Zoho)
Omnichannel communication: phone, SMS, email, live chat
Call monitoring, whispering, and barging
Real-time and historical analytics
Automatic Call Distribution (ACD) and IVR
Call recording and compliance tools
Remote agent support with browser-based access

Who can benefit from using Flash Telecoms Call Centre?

Any organization that handles customer service, support, or sales calls—such as e-commerce businesses, financial service providers, healthcare firms, and more—can benefit from improved efficiency and customer satisfaction.

What is Flash Telecoms Call Centre?

Flash Telecoms Call Centre is a cloud-based contact centre solution that enables businesses to manage inbound and outbound customer interactions across multiple channels—including voice, SMS, email, and chat—within a unified platform.

Can I customise my call flows and IVR menus?

Absolutely. You can configure custom call routing, IVR paths, business hours, and queue management based on your business needs.

Can I integrate the call centre with my existing CRM or helpdesk software?

Yes. Flash Telecoms supports integration with over 20 platforms including Salesforce, Freshdesk, HubSpot, Zendesk, and others via native and API connections.

Can I export call reports?

Yes. Reports can be exported in CSV or PDF formats for further analysis or compliance purposes.

What kind of reporting does the platform offer?

You get access to both real-time dashboards and detailed historical reports, including agent performance, call volumes, average handling time, missed calls, and customer satisfaction.

Are calls recorded?

Yes. All calls can be recorded with options to set recording rules per campaign or agent. Recordings are stored securely and accessible via the admin dashboard.

Is the Flash Call Centre platform secure?

Yes. It uses encrypted voice and data transmission, role-based access controls, and offers compliance support for standards like GDPR and PCI-DSS.

What support options are available?

Flash Telecoms offers 24/7 technical support via phone, email, and live chat, along with onboarding and training assistance.

How long does it take to get started?

Setup can be completed in as little as 24–48 hours depending on the level of customization required.