Predictive Dialing
Predictive Dialing can dial out automatically and screens out answering machines, busy signals, disconnected numbers and no-answers, and effectively "predicts" when a "live" contact will be reached and when an agent will be available. It enables agents to speak with live customers and prospects almost continuously, significantly increasing productivity. Its features include Simultaneous Multiple Campaigns, Agent Scripting/Data Integration, Preview Dialing Option, On-The-Fly Campaign Configuration and Record Loading, Agent and Campaign Call-Backs and Separate Campaign Dial Pacing.
Dynamic IVR
Enhanced IVR (Interactive Voice Response) Integration lets contacts navigate easily to find the exact information they need, by using their touch tone phone and often eliminates the need for an agent. Outbound IVR can leave thousands of messages on answering machines in a fraction of the time it can be done manually, delivering your message quickly where you want it.
Skills Based Routing
Skills Based Routing (Business rules for routing of Inbound Calls using DNIS, ANI and DTMF) routes calls to agents most skilled at meeting a particular need, greatly increasing customer satisfaction.
ACD
ACD Automatic Call Distribution maintains an orderly queue, and provides management of inbound calls. These calls are routed to the most suitable agent or agent group available through skills based routing and passed to an agent by ACD. When calls are received, agents are visually notified and can selectively or automatically retrieve the next call when the previous call is completed. When inbound calls arrive at an agent's desktop, an automated lookup can be completed and account information provided via a screen pop.
Lead Management
Using SSL, securely submit leads via POST, GET or PGP/CSV to our lead management system. We process incoming data in real-time, enabling your lead to be contacted as quickly as desired.
Order Entry
Orders, surveys and all other data capture efforts are contained and processed within a secured application that presents agents with a smooth, organized flow ensuring efficiency. We integrate with your systems to reliably communicate all data in real-time.
Reporting
Call and Agent Reporting provides real-time reports by agent and/or campaign using industry standard reports to make adjustments and enhancements as needed. Call center data can be reported on and manipulated to get you the information you require in virtually every quantifiable aspect of our operations. Our standard reporting package includes average length of call, average wait, average wait to abandon, abandon percentage, percentage of dropped calls, percentage of connects, and percentage of each disposition.
Quality
Scripting
Flexible Agent Scripting contains a built-in browser application to allow easy data collection right in the agent scripts and allows changes to the scripts as needed. This provides a powerful and flexible tool to allow data collection right in the agent scripts through the use of HTML and AJAX. Proper scripting maintains uniformity and compliance at all times.
Training
Training starts out with our online interactive training seminar that all agents must complete. The training covers how our systems work, general call etiquette and campaign intricacies. The three tutorials have tests at the end and a score of 90% is needed to complete training. After the online training is completed we have them work one on one with a supervisor and senior rep. This goes on for a week before any new agent hits the phones.
Call Monitoring
Calls are reviewed according to specific guidelines for quality, compliance, customer experience, and your specific requirements. Feedback is used daily to improve training and performance.
Recordings
All of our calls are recorded and stored for 3 months. All recording requests are fulfilled within 48 hours.
Agent Audits
Our audits and call monitoring go hand in hand. Calls are graded by our Quality Assurance department and used to score each agent and call center. These scores contribute to sustainability of employment as well as pay rate.
