KEY FEATURES
No Onsite CP Dialler Equipment: Only a Win-based PC and a DDI phone per agent is all that is required.
Shared service capability: With the same service, spread your operations for disaster recovery, home working or cost efficiency. Achieve virtual call centre capability.
Unique Hosted Monitoring Centre: Our help desk team of dialler experts monitor your centre and work closely with your campaign managers to maximise productivity.
Productivity: Industry leading predictive algorithms – maximise agent talk time for extra sales opportunities. Take advantage of up to 7:1 line to agent ratio achieving 40-45 minutes talk time per hour with contact rates as low as 20%.
Call Recording inclusive: All calls are recorded as standard as part of the predictive dialler service. All recordings are available via our web based online search facility.
Online Real Time Reporting inclusive: Full access to customisable web based reporting providing you with a clear, concise view of how your contact centre is performing and the results from the dialler campaigns.
Visual Remote Monitoring: The Ultra Visual Control Panel allows real time remote monitoring and enables complete access to all your agent operations and access to call recordings from anywhere.
Scripting: The Script Wrapper package enables dynamic scripting with no development resources. The CTI capability permits the dialler to deliver complete information to the agent screen.
Integration: Fully supported Microsoft ActiveXTM API for seamless integration of the predictive dialler with existing CRM/Scripting systems.
Training: Complete training is provided to Supervisors/managers and to the Integration team as part of the service.
FUNCTIONS
On Screen Call Control: Agents never need touch their phone with the complete CTI capability given by the predictive solution.
Call Analysis: Detects and screens out non contact calls such as busy signals, no answers and fax tones with a high degree of accuracy.
Data Logging: Accurate recording of dialler sales data and multiple call outcomes online.
Manual Calling: Capability to place calls from the agent script and still have full call recording and management reporting functionality.
Call Transfer: Onward transfer to other sections or offices, still with the call recorded for your information.
Call Blending: Handle inbound call peaks as part of the predictive outbound calls with the same agents.
Customer Call Back: Team and specific agent call backs are both available, very resilient feature for our clients.
Alternate number calling also available. Intelligent time of day non–contact rescheduling.
COMPLIANCE
Full DMA Compliance: Manage legislated activities such as nuisance call levels and calling times.
CLI Presentation: Displayable per campaign and even per customer record.
Call Recording Storage: Available long term to meet regulatory demands.
Silent Calls: Complete message facility available to meet Ofcom demands.
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