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The inbound
functionality of
predictive diallers
is often overlooked and
this can be critical to
business success. All
call centres making
outbound calls
will receive
inbound
calls - often these
are the most valuable
and easiest to convert
to a sale.
Within the
TouchStar
system, there are a host of
features that will make
the inbound caller feel
that they are important
and are answered quickly
by an agent with the
correct skill level. The
simplest greeting is via
a traditional IVR of
which calls can be
routed by the caller by
selecting from the
options. In this way
sales calls can be
differentiated from
other calls, for example
support. We also offer
automated self service
applications.
TouchStar will tell the caller the
balance of their account
or allow them to make
credit card payments.
This is supported by a
simple to use interface. |
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The features include:
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- 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 queue
- Real time reporting of queue volume,
staffing, and call statistics
- Route calls to alternative queues based
on call volume
- Agents can be moved to alternative
queues in 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
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(Click to enlarge)
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Copyright 2009 Daviker
Limited. All Rights Reserved.