What IT support does a contact centre need?
Agents depend on voice quality, stable networks, headsets and CRM access from the start of every shift. A few minutes of downtime means missed calls. Our IT support for contact centres keeps the hardware, software and connections behind your team healthy.
What about call recording and customer data?
Contact centres handle personal and sometimes payment information, and call recording has notice requirements. The Notifiable Data Breaches scheme under the Privacy Act may apply. We do not certify compliance. We help you meet your obligations with access control, multi-factor authentication, monitoring and backup. See cyber security.
Can you provide a cloud phone system?
Yes. Fast Response IT is a RingCentral Partner. We can set up and support cloud voice, call routing and integrations, and the networks and devices underneath them. See voice and business communications.
What is included in the plan?
- Unlimited remote and on-site IT support, 8.30am to 8.30pm, with 24/7 support available as an option
- All individual user licensing included
- Password manager, antivirus, antimalware, application control and Microsoft 365 monitoring
- Microsoft 365 and Google Workspace backups with 7-year retention
- Cyber security training twice a year, face to face, plus monthly phishing exercises
- a guaranteed on-site visit every 2 weeks, at no added cost
How do we support agents and hybrid teams?
We manage networks, Wi-Fi, headsets, softphones and agent devices, and we help remote agents get a stable setup. Longer support hours suit shift-based teams.
Do we cover your area?
We support businesses across Western Sydney, Northern Sydney and the Central Coast, and the fortnightly on-site visit applies in all three.
How much does it cost?
Pricing depends on how many users you have and what you want covered. We offer fixed service plans, prepaid hours or ad-hoc support, and we quote after a short conversation about your setup. Book a call or start the IT health check. Individual user licensing is included, so there are no surprise licence charges, and we can compare your current provider's agreement with ours.
Business centres we support
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Questions we get asked
How much does IT support for a contact centre cost?
It depends on user count and what is covered. We offer fixed service plans, prepaid hours or ad-hoc support, and user licensing is included in the plan. Phone system costs are scoped separately. We quote after learning about your setup. Ask us and we will explain how this would work for your team.
Can you move our contact centre to the cloud?
Yes. We plan the move around your call volumes and cut over carefully, working with RingCentral where it fits. We review networks and devices first so call quality is not a surprise afterwards. We are happy to walk through the specifics before you commit to anything.
Do you support remote and hybrid agents?
Yes. We set up managed devices, headsets and secure access for agents at home, and help diagnose network and audio issues remotely. Support runs 8.30am to 8.30pm, with 24/7 available as an option. Book a call or take the IT health check and we will confirm the details for your business.
Do you come on site?
Yes. Support is remote and on site, with a guaranteed on-site visit every 2 weeks at no added cost across Western Sydney, Northern Sydney and the Central Coast. Ask us and we will explain how this would work for your team.