| Scripting |
| The TouchStar Connect
Predictive Dialler provides rapid development
and deployment of scripts that are easy to
create and modify. A script acts as a
transaction management device for the call
centre agents, which can look up information in
your database and automatically generate
documents or information on the agents’ desktop,
simultaneous to their call with a customer. |
(Click to enlarge)
|
| Agents |
| Through proper
scripting for each project, your company can
eliminate a level of user error and increase
performance by emphasising key points and
recording of necessary information. It avoids
incorrectly quoting or omitting necessary
information. Valuable time and money can be
saved in retraining and re-evaluating their
abilities. |
| Manager |
| You can arrange the
scripts, screens, fields and branching to ensure
pricing and information is always correct. Calls
flow seamlessly from start to finish. Each
script is custom designed, so you decide how the
script should branch. Additionally, you can
design the script to stop at any critical point
and wait for required information to be entered
before moving forward. |
| Real-Time Campaign |
| The more efficiently
the script can be evaluated and refined, the
higher the return on your agents time. When
campaigns begin, agents will undoubtedly point
out practical methods to improve the script, at
which point they turn to you and changes can be
made on the spot, reducing the amount of
down-time and gaining popularity with both
agents and management. |
| CRM Integration |
| TouchStar Connect
integrates directly with your existing CRM tool
- seamlessly bridging the gap between back
office administration and sales. The system
takes live data from the CRM and presents it to
your agents. The result of the call and data
gathered is fed back to your CRM. Other
applications such as fulfilment processing and
bespoke products for mortgages and debt
collection are integrated to produce a seamless
flow from initial enquiry to completion. |
| Links to Call Centre
Resources |
| Scripts are designed to
transparently link to nearly all call centre
resources, allowing agents to concentrate
completely on the call. Data is brought directly
into the script from your CRM/database and
written directly back to the CRM/database while
a conversation is occurring. Agents have more
resources available to make sales, less
opportunity for error and you have accurate
data. |
| Productivity |
| For the time and money
invested in training, a comprehensive script is
vital. Without one, agents stumble to answer
questions and hesitate when replying to an
objection. Scripting allows you to build this
information directly into the script, creating a
team of agents able to properly respond to
customers thus increasing overall productivity. |
| Logic & Branching |
| Our scripting tool
provides robust logical branching, enabling you
to account for whatever response your agent is
given. With the stroke of a key or a click of
the mouse, the script will branch to the
designated area in the script and the agent can
continue processing the call. |
(Click to enlarge) |
| Call Result Codes |
| TouchStar Connect has
Call Result Codes at both agents and dialling
engine level. The automated outbound dialling
detects codes from the network and has the
following system Call Result Codes: |
- Busy tone
- No answer
- Dropped call
- System answering machine
- Operator intercept (dead number, network
messages)
- Fax machines.
|
| All of these are
recorded within the database. One use of this is
to check the quality of purchased data and if
this new data is rung and contains a quantity of
dead numbers. These can easily be identified and
returned to the supplier. |
| Agent CRC’s are user
defined on a per campaign basis and can be
accessed either via the script or the agent
application. Examples of these could be ‘Sale’,
‘Call back in 6 months’, ‘not home owner’. These
are then abbreviated to simple codes for
reporting purposes. User and system defined call
results are assigned their own recycle rules.
Call Result Codes are grouped as final, rollover
to another campaign or a callback. For example,
if a final code is “sale” then this would not be
dialled again by this campaign. ‘Sent brochure’
would be rolled over to a subsequent campaign
for re-contact in seven days - follow up actions
are automated and the dialler manager does not
have to be concerned with constantly building
re-contact tables. |
| |
| |
| |
Copyright 2009 TouchStar Call Centre Software. All Rights Reserved.