Contact centre sales – whether your campaign objectives are to increase revenue, donations, collections or leads; the easier you make life on the phone for your agents – the more productive and successful they become.
We’ve designed an interface that gives agents everything they need in a clean, intuitive application, so they can concentrate fully on the people on the other end of the phone.
Managing the system is almost as simple as the agent experience. The suite of monitoring and administration tools helps contact centre managers to quickly access the information they need to make informed decisions.
Everything they need, all on one screen. Simple and clean call controls, a large panel to view and manage customer data, and quick access to all contact channels.
The system makes all the calls to phone numbers on your campaign list. Agents never waste time dialling, waiting to be connected or dealing with answering machines.
Your agents are only connected when a live customer is detected. The best-in-class predictive dialler filters out unproductive calls including busy signals, unanswered calls, disconnected numbers and answering machines.
No more awkward silence when the customer answers the call, realises it’s a telemarketing call and hangs up. Your agents are connected instantly; a valuable feature that has proven to increase results.
We can integrate your CRM or ERP data right into the agent’s call screen so they have access to the data they need. No more juggling multiple screens. Without integration – or as a backup – contact data appears instantly at the start of the call.
Our integrated scripting feature ensures your agents deliver a consistent pitch, improving interactions and business outcomes. Scripts can be quickly updated to improve the pitch or reflect market changes.
While the customer is on the call, agents can quickly send emails using pre-prepared responses or sms messages containing a link. All multi-channel communications recorded to the client record.
Our system prompts your agent to complete the wrap data before moving onto the next call. Wrap screens are fully customisable and include disposition, call exclusion and call back data entry panels.
Can be integrated with a PCI compliant payment gateway. Recording stops automatically when payment window opened, and resumes when the payment window closes.
Ability to bring a 3rd party – (expert, supervisor, partner, friend) into the call if required.
Supervisors can monitor real time data to proactively manage campaigns and agents, to improve productivity and results on the fly.
Our dynamic, colour coded wallboard lets you track campaign management in real time using vital call metrics such as dispositions, calls handled, wrap times, agent break times and much more. Activities that fall short of your KPIs flagged in red to aid quick, decisive action and bring performance back on track.
It takes just minutes to upload lists, create campaign specific scripts and flows for displaying and gathering data. Use the insights from wallboards and Business Insight reports to tweak campaigns on the fly and improve results. Post campaign, updated data easily exported for integration back into your CRM.
If the inbound volume of calls is peaking, we make it easy to switch your outbound agents over to help with inbound. Likewise, when inbound eases off –keep agents productive by switching them over to your outbound campaigns, and assign and move them between campaigns as desired.
We don’t make you wait days, even weeks to gain access to recordings. All recordings available within minutes and searchable on a wide range of metadata, no plugins required. Recordings can be replayed instantly, flagged, commented, downloaded and exported. Ideal for creating training sessions and for identifying quality control issues.
Our market leading, intuitive BI suite contains over 60 pre-loaded, interactive visual reports. You’ll gain valuable insights into agent dispositions, contact penetration, sales volumes and much more. Every user can customise the dashboard to display the stats they need – in the way they want.
User administration and call flows can be tricky to manage and traditionally are usually configured and supported by service providers. We’ve developed an easy to use interface which means you now have the option to take control of user administration and call flows in-house.