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