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Scripting |
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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. |
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Agents |
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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. |
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Manager |
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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. |
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Real-Time Campaign |
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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. |
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CRM Integration |
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Our product integrates
directly with your
existing CRM tool -
seamlessly bridging the
gap between back office
administration and
sales. The TouchStar
Contact Centre 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. |
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Links to Call Centre
Resources |
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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. |
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Productivity |
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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. |
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Logic & Branching |
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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. |
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Call Result Codes |
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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: |
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- Busy tone
- No answer
- Dropped call
- System answering
machine
- Operator
intercept (dead
number, network
messages)
- Fax machines.
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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. |
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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. |
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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. |
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>> Reporting & MI |
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Copyright 2008 TouchStar Call Centre Software. All Rights Reserved