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Modes of Dialling |
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The TouchStar Connect
dialler has 5 dialling
modes |
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- Predictive
Dialling
- Power
(Progressive)
Dialling
- Preview Dialling
- Manual Dialling
- Broadcasting /
Un-manned
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Predictive Dialling |
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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
sales opportunities by
up to 300% over manual
dialling. |
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Power Dialling |
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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 for
example from internet
enquiries. |
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Preview Dialling |
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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. |
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Manual |
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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. |
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Un-manned / Broadcasting |
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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. |
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Customisation |
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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. |
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>> Predictive
Dialler
Campaigns |
Copyright 2008 TouchStar Call Centre Software. All Rights Reserved