| Various Modes of Dialling |
| TouchStar Connect has 5
dialling modes |
- Predictive Dialling
- Power (Progressive) Dialling
- Preview Dialling
- Manual Dialling
- Broadcasting / Un-manned
|
(Click to enlarge)
|
| Predictive Dialling |
| The TouchStar Connect
Predictive Dialler improves agent productivity
by increasing the number of calls placed on
behalf of the agents, by filtering out the dead
numbers, answer machines and busy tones, the
agents will receive only live calls. Each
campaign can have its own dialling settings. The
higher contact rates and agent talk time will
increase contact opportunities by up to 300%
over manual dialling. |
| Power Dialling |
| TouchStar Connect dials
automatically on behalf of the agent using a
single telephone line for each user, again by
filtering out the dead numbers, answer machines
and busies - the agents will receive only live
calls. The calls are not made for the agent
unless they are already free so this method of
dialling is great for B2B campaigns, for ringing
previously “dropped” calls and for valuable data
sets sourced, for example, from internet
enquiries. |
| Preview Dialling |
| The agent will get the
opportunity to view the details of the prospect
before the call is placed. For example, this
method of dialling is used in debt collection
where there is a long case history that needs to
be absorbed before speaking to the client. |
| Manual |
| The dialling of new
numbers using the manual dial feature creates a
new record in the database which can be
retrieved if the number is dialled subsequently.
Contact numbers to be dialled can be looked up
by any user defined field in the database such
as account reference number. Accompanying
records for a number dialled manually which is
already stored in the database will be screen
popped when the call is initiated. This method
of dialling will allow the agent to create
records as a result of inbound enquiries via
email, fax, internet or a voice call; great for
small data inputs without using the data import
facility. |
| Un-manned /
Broadcasting |
| This is now used
extensively by collections companies and local
government agencies to automatically remind
people of payments or pending / outstanding
fines. TouchStar Connect will read directly from
the database extracting the persons details,
dial the contact number and using text to speech
will read them the message. The system can also
be used to broadcast a pre-recorded set message
to closed user groups for example clients who
are due an engineer visit or an insurance
renewal. In softer applications it is being used
to remind people to make payments, attend
appointments or perhaps inform them of their
balance. The system is interactive; if the
called party presses a digit while on the
message they can be transferred to a live agent
or even make a credit card payment. |
| Customisation |
| Predictive, Power,
Preview and Manual dialling settings are
customisable for each campaign. Therefore, it is
common to have campaigns running that are
dialling in several dialling modes. For example
there may be a group of agents ringing “bulk”
data in Predictive mode in order to gather
information; a team then ringing these more
detailed records in Power mode or a slower paced
Predictive ratio. Existing clients may then be
contacted via Preview. All campaigns can change
the mode of dialling without interrupting the
agent. It may be getting towards the end of the
month and you need to increase the pace of calls
to the agent. By switching from Power to
Predictive or by increasing the pace of the
Predictive agent wait times can be reduced
without the agents logging out and then back in. |
Copyright 2009 TouchStar Call Centre Software. All Rights Reserved.