Call Centre Software You Describe: Client Portals, Billing and Shift Rotas

Mythex helps an outsourced call centre build a client portal where each client sees only their own campaigns and reports, invoicing that bills by agent hour, call or minute, dashboards against SLA targets, and a rota that covers every language on every interval. You describe how your campaigns run, check it in a live preview, and publish it.

Hours of trained attention, reported to each client

An outsourced call centre runs many small businesses at once: one client's inbound support line, another's outbound campaign, a clinic's after-hours answering. Each has its own script, outcome codes, targets and billing unit. Call volume spikes on Mondays, after product launches and around billing dates, and staffing has to follow the forecast by half hour. Outcomes often end up in a spreadsheet per campaign, script changes arrive in email threads, and escalation contacts go stale. The software needs one record of calls, hours and outcomes that feeds both the client's report and the invoice.

• Per-client campaigns, scripts and outcome codes
• Billing per hour, per call or per minute, with minimums
• Service level and abandonment against each client's target
• Agent skills and languages covered on every interval
• Current escalation contacts for after-hours lines

What you can build for call centres

A client portal with their numbers and their scripts

Each client signs in to see only their campaigns, call outcome reports and invoices. They upload the latest script, price list or FAQ with a version date, and request changes in a logged thread instead of email, so agents always read the current version.

Build a client portal for my call centre. Each client logs in and sees only their own campaigns, a weekly call outcome report, monthly invoices to download, and a knowledge base of script and FAQ documents they upload with a version date. Add a change request thread per campaign that my team leads answer.

Invoices built from logged hours and calls

Each contract has a billing unit (agent hour, handled call or minute), a definition of what counts as handled, a monthly minimum and an overage rate. Invoices charge whichever is higher and show the usage behind it, with set-up and training fees billed once at launch.

Create an invoicing app for my call centre. Each client contract has a billing unit (per agent hour, per handled call or per minute), a monthly minimum and an overage rate. Each month, build the invoice from logged usage per campaign, charge the minimum or actual usage, whichever is higher, and list the usage on the invoice. One-off set-up fees can be added.

Rotas from the forecast, with breaks that don't sink the service level

Enter forecast calls per half hour and the rota shows how many agents each interval needs. Agents carry skills such as languages and trained campaigns, the schedule warns when an interval lacks a required skill, and breaks are staggered into the quietest slots. Overnight and weekend cover for after-hours contracts sits in the same view.

Make an agent scheduling app for my call centre. I enter forecast calls per 30-minute interval for each campaign. Agents have skills (languages, campaigns trained on). Show agents needed vs scheduled per interval, warn when a required skill has nobody on an interval, and schedule 30-minute lunches so no more than 20% of a team is on break at once.

SLA dashboards your clients can trust

Calls handled, answer time and abandonment per client against target, outcome breakdowns per campaign and agent occupancy by team. A client-facing version shows each client only their own numbers, the same ones you manage by.

Build a dashboard for my call centre showing, per client, calls handled, average answer time, abandonment rate and service level against their target by day, outcomes per campaign (sale, callback, no answer, not interested), and agent occupancy by team. Data comes from a daily CSV export from our phone system.

Client accounts with the escalation list up front

Each client record holds the contract, service hours, SLA targets, escalation contacts in order, the agent team and outcome codes, and every scope change. Prospects move through proposal, pilot and signed, and renewals due in the next 90 days are one filter away.

Create a CRM for my call centre. Clients have contract start and renewal dates, service hours, SLA targets, an ordered escalation contact list, campaigns with assigned team and outcome codes, and a log of scope changes. Prospects move through proposal, pilot and signed. Show contracts renewing in the next 90 days.

A website that proves you handle their kind of call

Service pages for inbound, outbound, overflow and after-hours cover explain how handover works. List languages and hours, sector case studies, how you treat client data, and how quickly a new campaign can go live, with a proposal form that asks for volume and hours.

Make a website for my call centre with pages for inbound support, outbound campaigns, overflow and after-hours answering, a languages and hours section, case studies by sector, and a proposal request form asking for expected calls per week, hours needed and languages.

From a spreadsheet per campaign to one record

Most centres start with an outcome spreadsheet per campaign, which makes every client report a copy-and-paste job. Begin by putting outcomes into one table with the client, campaign, agent and code on every row, either logged by agents or imported daily from your phone system's export. Reports, dashboards and invoices then all read from the same rows. Add the client portal next so reports stop going out by email, and the rota once you have a few weeks of interval data to forecast from.

• Clients, campaigns and outcome codes
• Billing unit and minimum per contract
• A daily export or log of calls and hours

Client data and call recordings

You hold your clients' customer details, and some contracts restrict who can see recordings. Keep recordings in your telephony system and link to them only where the contract allows. In the portal, each client must see only their own records; ask for this explicitly and check it in the preview by signing in as two clients. Local data protection rules apply to the callers' details too, so check what your contracts and jurisdiction require.

Questions

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