| Outbound and Inbound Blended
Campaigns |
| The TouchStar Connect
Predictive Dialler enables you to manage an
unlimited number of simultaneous and blended
inbound and outbound campaigns. |
| Managing inbound and
outbound calls through to a single group of
agents allows for economies in staffing. No
longer do you have to have agents free waiting
for inbound calls; the system will automatically
reduce the number of outbound calls when an
inbound call arrives. Campaigns can be defined
as inbound, outbound or blended with a different
script associated with each, this may be
something simple such as changing the person
greeting or a wholesale script change. |
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| The TouchStar Connect
Supervisor Console displays real-time
information for all of the multiple inbound,
outbound and blended campaigns. Outbound project
information includes: |
- Number of records in
a campaign
- Number of available records in a project
- Total number of dials achieved
- Talk time
- Wait time
- Answer machines
- Busies
- Operator intercepts
- Fax machines
|
| In addition, many other
system outcomes are included. Inbound
information includes: |
- Quantity of calls
handled
- Quantity of calls in queue
- Average time queued
- Longest time queued
- Number of calls abandoned
|
| Armed with this
information the manager is able to see exactly
how each campaign is performing in real-time,
make adjustments to the dialling parameters, add
and withdraw data and add and remove agents.
They have the information and tools to keep the
call centre functioning at peak performance.
Each campaign, whether it is inbound or
outbound, can have its own comfort messages or
music - very useful for outsourced call centres
or financial services companies with a range of
products. |
| IVR Inbound Redirect
and Message Options to Reduce Dropped Outbound
Calls |
| An inbound call can not
only be greeted with a traditional IVR routine
(dial 1 for sales etc) but also with the ability
to leave a message or their telephone number so
that the dialler can ring them back when an
agent becomes free. The IVR builder is
sophisticated but also very user friendly - with
a little training, all your calls will be
greeted professionally and customers will be
routed without delay. It should be added that
inbound calls will always have the highest
priority and outbound calls will be reduced as
the inbound calls increase. |
| Outbound Dialling
Settings and Record Fetching Specific to Each
Campaign |
| Record fetching is set
per campaign with multiple fetch criteria and
order options. The pacing / priority of a record
can be managed using this facility. For example,
leads from an important source such as the web
can be dialled first. It also means that high
quality leads can be dripped to the agents over
the course of the day perhaps mixed with leads
of a lesser quality. Separate dial pacing is a
great way of mixing superb data with that of a
lower quality so as to maintain a steady stream
of business to the agents. For example it is
possible to fetch 10 records from a good
campaign for every 50 records from the lower
quality data, this way the agents don’t get the
best records early in the day, get close to
target by lunchtime only to be despondent in the
afternoon when the poorer data is more apparent. |
| Set CLI per Campaign to
Show Any Desired Phone Number on Caller ID |
| Each campaign can have
a different outbound CLI, thus when a potential
customer rings back using your CLI the call will
be automatically routed to the correct campaign. |
| Scheduled Automatic
Start and Stop |
| Any campaign can be
scheduled to run at a given time and date. It
can be stopped either at a predetermined time
and date or when a set number of successes are
achieved. This is particularly useful for
appointment setting where a fixed number is
needed in a certain postcode for example.
Starting and stopping by time and date is great
for short duration campaigns. Examples might be
calling minority groups such as Kennel Club
members between 11 am and 3 pm when they are
least likely to be walking the dogs or debtors
who are at work and need to be contacted in the
early evening. |
| Multiple Number
Dialling |
| TouchStar Connect can
associate up to 11 different telephone numbers
per contact record. Each telephone number can be
assigned a category – for example ‘office’,
‘mobile’ or ‘home’ – and these categories can be
dialled in order of priority; call a contact at
home, then call their mobile and then call their
office. These can be scheduled so that the home
is rung between specific hours, and the work
between specific times, etc. Dialling rules can
be configured on a per campaign basis. Agents
can add numbers to a record and assigning a
relevant category. Supervisors can also import a
new category of numbers – for example ‘home2’ –
into records which are already in the database.
The agent application allows the agent to
specify a particular number from a drop down
option in the call back window when scheduling a
call back. For collection companies, the ability
to automate the search across different contact
numbers within a single record is critical when
trying to speak to someone who is avoiding the
phone. By using a roll over campaign, this can
be integrated with an SMS message, email or mail
campaigns. |
| Answering Machine
Detection Settings by Campaign and by
Alternative Number Dialling Plan |
| TouchStar Connect has
excellent answer machine detection using NMS or
Dialogic boards and a sampling software that
allows for several levels of detection from
complete to quick. Answer Machine Detection
(AMD) can be enabled, configured and disabled on
a campaign basis - this is done from the
Supervisor station. To be able to have some
campaigns with AMD and others without running at
the same time is beneficial in examples such as
one campaign running in which the agents leaves
a message on the answer machine and another in
which only live calls are placed with the agent. |
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