Outbound & Inbound Call Management

Structured calling list with call history in easy view of callers and scheduled call back dates and call prioritisation. This functionality is designed so that agents can get through a high volume of outbound calls. We have built in computer telephony integration for preview and power dialling (subject to client on-site or hosted telephony).

Scripting process, which forms the basis of a pitch, gives format to the back end data and reporting and considerably shortens the training process for new agents. Our questionnaire module will allow you to mirror a customer service process and turn it into an electronic process quickly and easily.

All actions from calls are integrated and sent by email or via a data service at the touch of a button to ensure that agents focus on calling and not paperwork. This is generally used for processing orders, sending sales leads, escalation of customer service queries, outputting sales literature via PDF or web links etc.

Reporting can be provided at the touch of a button and includes activity rates, margins, campaign analysis, agent hours, order reports – in PowerPoint, PDF or Excel.

We have also integrated post office address file software for address look-ups. Subject to client licensing with QAS, Postcode Anywhere etc.

Data cleaning campaigns can be easily tracked as the processes involved in replacing contacts, telephone numbers, email addresses, postal address are all audited.