| Outbound and Inbound Blended
Campaigns |
| The
TouchStar Predictive Dialler
enables you to manage an
unlimited number of
simultaneous and blended
inbound and outbound
campaigns. |
| Managing
inbound and
outbound calls 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
number of outbound calls
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. |
| The
TouchStar 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
|
| In addition, many other
system outcomes are included. Inbound
information includes: |
- Quantity of calls
handled
- Quantity of calls in queue
- Average time queued
- Longest time queued
- Number of calls abandoned
|
| 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. |
| IVR Inbound Redirect and
Message Options to
Reduce Dropped Outbound
Calls |
| 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 calls will be
reduced as the inbound
calls increase. |
| Outbound Dialling
Settings and Record
Fetching Specific to
Each Campaign |
| 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. |
| Set CLI per Campaign to
Show Any Desired Phone
Number on Caller ID |
| 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. |
| Scheduled Automatic
Start and Stop |
| 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. |
| Multiple Number Dialling |
| TouchStar 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. |
| Answering Machine
Detection Settings by
Campaign and by
Alternative Number
Dialling Plan |
| TouchStar has
excellent answer machine
detection using NMS or
Dialogic boards and a
sampling software that
allows for several
levels of detection from
complete to quick.
Answer Machine Detection
(AMD) 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 AMD 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. |
Copyright 2009 Daviker
Limited. All Rights Reserved.