Hosted Call Center
The advantage of a hosted solution is that you get rid of the necessity of server administration and possible problems with its load. The users access the system easily by the use of a web interface with intuitive control by the help of which it is possible to keep clear and systematic records concerning the phone call process and subsequently evaluate these pieces of information efficiently.
Increase of efficiency
The efficiency of the call center is ensured by the help of:
- simplifying the work of the operators and by increasing their productivity
- optimizing the operation of the call center
- an up-to-date overview of the call center load with the possibility of its individual parts
- options of interception and retrograde analysis of the operation of the call center
Software Components
Depending on the call center size and load it is possible to choose one out of two basic software components - passive dialer or predictive dialer.
Passive Dialer
A passive dialer with module for telemarketing campaigns controlled through a web interface enables:
- to wage separate telemarketing campaigns with predefined questions
- to dial phone numbers by clicking on the item with the number in question
- categorization and verbal call rating
- records of answers and highlighting the type and data of the next action
- selective assignment of contacts by the operator according to the predefined order
- easy import and export of contacts, questions and answers in the CSV format
- definition of user keys which allow to show and import data in different ways according to the user type
- automated data processing
Predictive Dialer
A predictive dialer is a more powerful superstructure which beyond the functions of a passive dialer offers the following:
- to run several campaigns independently and modify them dynamically during their operation or to temporarily halt them
- to set the duration of a campaign
- automated dialing of phone numbers and their distribution among unoccupied operators
- to filter out calls directing to fax machines, ansafones, invalid and occupied numbers
- the usage of an outgoing queue with dynamic agent login
- queue overload by a larger number of incoming calls than the number of unoccupied operators (may be combined with ansafones)
- definition of time blocks for call dialing
- definition of rules for the handling of calls
- dynamic phone lists including a DoNotCallList
- option to play a predefined messages at the beginning of each call
- advanced work with the SQL database
- to keep statistics on the successfulness of campaigns and operators
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