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TouchStar Inbound |
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For your customers, your
call centre is their
first point of contact
with your organisation
and in many cases, the
success of your brand
and overall business is
dictated by the
effectiveness of your
contact centre.
TouchStar Inbound
provides you with all
the tools to ensure your
incoming calls are
handled as
professionally as
possible. |
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Headline Features |
- Queue incoming
calls and distribute
to first available
and qualified agent
or team.
- Skills based
routing with
multiple priorities.
- Auto attendant
with on-hold music
or messages by each
queue.
- Real time
reporting of queue
volume, staffing,
and call statistics.
- Route calls to
alternative queues
based on call
volume.
- Calls can be
prioritised based on
agents’ skill set.
- Agents can be
moved to alternative
queues real time.
- Agents can be
assigned priority
for different
queues.
- Automated self
service data lookup,
data capture, and
payment options.
- Opt-in to
re-route a party
connected from an
outbound voice
message to a
prioritised inbound
call.
- Agents or groups
can have
personalised
voicemail.
- Screen popping
of your script or
CRM to improve agent
interaction.
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ACD systems generally
process incoming phone
calls on a first come /
first serve basis.
However, TouchStar
Inbound can route calls
based upon caller
identification, dialled
number, time of day, and
custom defined
parameters established
in an IVR (Interactive
Voice Response) program. |
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Supervisors can monitor
call queuing performance
and agent productivity
using the queue monitor,
which displays agent and
queue statistics as they
happen in real time. To
promote a competitive
team environment, you
can divide the
wallboards so that
agents all see how their
queue and fellow agents
are performing. |
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In addition, you can
do any of the following: |
- View at a glance
how many calls are
currently waiting or
being handled, and
how many agents are
available to take
calls.
- See how many
calls were sent to
voice mail or
abandoned and the
average and longest
hold times.
- Know how many
calls each agent
answered or placed,
and the average and
longest talk time.
- Set alarms based
on custom
thresholds, or see
queue statistics
across a room with
optional wallboard.
- For remote
monitoring, you can
log into the call
centre read
real-time queue
statistics and
listen to the agents
from your mobile
telephone.
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Copyright 2009 Daviker
Limited. All Rights Reserved.