Advanced Outbound Automated Dialing

Our call centre telephony solutions are designed to improve the productivity of outbound dialing in your company, offering ROI within weeks and months, not years. Our products will automate multiple number dialing, recycle calls, provide barred number management, campaign record cleaning and shift pattern planning with live and historic reporting. Choose from Power, Progressive or Predictive call centre dialer solutions.

• Greatest measurable tangible financial gains.
• Gain staff of the highest quality.
• Pilot a contact centre dialer for a team and campaign to prove capabilities.

 

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Campaign View: Mitel

Help supervisors and management track and measure the success of campaigns. With this software, you can see real-time data of all ‘live’ campaigns. It is very easy to move employees between these campaigns based upon the results shown when comparing to initially agreed targets.

• Monitor agents across multiple locations.
• Mitel Contact Centre dashboards on multiple campaign real-time activity.
• Take control to keep within SLA’s and targets easily.

 

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Automatically tag call recordings to client records, enable analysis of customer interactions, call score and profile your employees. You can utilise call recording for ongoing training by tagging the successful recordings. This is imperative to for swiftly settling client disputes. All solutions are legally compliant for the Payment Card Industry (PCI), secure and encrypted.

• Comply with industry regulations.
• Excellent training tool to mirror the best handled calls.
• Swiftly resolve consumer disputes with hard evidence.

 

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Historical and Real-Time Reporting: Mitel

This solution produces a range of reports that are designed to show the status of campaigns and employee productivity. Track the most successful members of staff who convert the most opportunities and understand how they achieved this in order to replicate going forwards with other employees. All reports can be pre-scheduled to email to the supervisors and management as required.

• Measure seasonal trends.
• Track volumes of enquiries from multiple communications channels e.g. phone call, email, social media etc.
• Ensure all enquiries are responded to and measure exceptions.

 

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Speech Analytics Solutions: Mitel

Pre-set key phrases you wish your call centre employees to say, or NOT say, as part of the customer call. Whether ‘Is there anything more I can help you with today?’ to awareness of other products and services. Reports can be automatically generated for supervisors should employees not comply to an agreed minimum percent adherence. Also, should customers say specific key words and phrases, this may act as an alert to trigger call recording and auto-flag to a product specialist.

• Perfect for delivering SLA’s when acting for clients.
• Delivers a competitive advantage.
• Great product to track quality control.

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Score employees online to show how they handle your organisation’s calls. Analyse employees attitude, first call resolution, closing abilities, compliance and fact gathering ability to name a few. Highlight the top five calls handled and worst five calls handled that week.

• Excellent to provide fair and equal appraisals of team members.
• Enable the lower performing employees to raise their game quickly.
• Mirror success.

 

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Management Information Dashboards. Static and Mobile

View employee activity, customer call queues and statistics real-time. Set alerts to only notify you when agreed indicators have been exceeded, allowing for supervisors to manage the situation quickly before escalated to management. All our dashboards may be viewed from client PCs, laptops, tablets and mobile phones.

• Enable a highly visible pulse to be kept on your business at all times.
• Management can be pro-actively alerted real-time, working remotely.
• Ensure SLA’s and set KPI’s are always achieved.

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