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Predictive Dialler
Campaigns |
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Unlimited Number of
Simultaneous and Blended
Inbound and Outbound
Campaigns with the
TouchStar Connect
Predictive Dialler |
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Managing inbound and
outbound 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
outbound 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. |
(Click to enlarge)
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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
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In addition, many other
system outcomes are
included. |
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Inbound information
includes: |
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- Quantity of
calls handled
- Quantity of
calls in queue
- Average time
queued
- Longest time
queued
- Number of calls
abandoned
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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. |
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IVR Inbound Redirect and
Message Options to
Reduce Dropped Outbound
Calls |
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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 will be reduced
as the inbound
increases. |
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Outbound Dialling
Settings and Record
Fetching Specific to
Each Campaign |
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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. |
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Set CLI per Campaign to
Show Any Desired Phone
Number on Caller ID |
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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. |
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Scheduled Automatic
Start and Stop |
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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. |
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Multiple Number Dialling |
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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. |
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Answering Machine
Detection Settings by
Campaign and by
Alternative Number
Dialling Plan |
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TouchStar Connect has
excellent answer machine
detection using Dialogic
boards and a sampling
software that allows for
several levels of
detection from complete
to quick. Answer Machine
Detection 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
answer machine detection
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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>> ACD
& IVR |
Copyright 2008 TouchStar Call Centre Software. All Rights Reserved