Artisoft - TeleVantage Call Center-SWTEST - PCB

TeleVantage Call Center (Artisoft)
Track and Speed up Outbound Calling To better manage and track outbound calling activity, agents can put themselves in outbound call mode so that all future calls are tracked as part of queue statistics. For outbound calling campaigns, the TeleVantage SmartDialer, an optional Add-On solution, provides automated dialing for call center agents, using telephone numbers from a customer database like FrontRange's GoldMine, ACT!, or Microsoft Outlook. Screen-pops allow agents to greet callers appropriately. Enhance the Customer Experience Successful call center managers know that callers start to form opinions about the quality of their interactions before they ever speak to an agent. TeleVantage Call Center gives you all the flexibility you need to customize your call center and handle calls professionally. Connect Quickly and Efficiently Some callers prefer more human interaction while in queue and some want less. You can provide your callers automatic access to agents via easy-to-navigate menus or DID numbers. Or choose to give access to specific queues like "sales" via your corporate dial-by-name directory. Instead of forcing the caller to call back into a separate, nonintegrated call center device, your company receptionist easily transfers callers to any queue. And TeleVantage Call Center helps you boost customers, or calls that fit pre-programmed values, such as calls on fee-for-service, toll-free, or toll lines. Set the system so that agents are automatically put on "break" status if they do not answer a certain number of calls in a row, so even if an agent forgets to change status as he or she steps away from the phone, the TeleVantage Call Center still handles calls efficiently and sends calls only to available agents. Keep Your Customers Informed Keeping callers informed is often the key to a satisfying experience. By playing voice titles for callers as a call is being transferred (for example, "transferring to Technical Support), TeleVantage puts callers at ease by confirming that they will reach the right person. Each queue can have its own music or audio on hold, so you can advertise specials on the sales queue while playing the answers to frequently asked questions on the support line. To reassure callers, broadcast their expected wait time or place in the queue. Or set varied messages that repeat at preprogrammed intervals or that play only when certain conditions are met. Strengthen Agents' Skills Call center agents are your customers' main connection to your business. TeleVantage Call Center has easy-to-use phone and graphical interfaces that encourage agents to improve performance. Increase Agent Capability Agents sign in for each shift using their standard phone or desktop computer; no special hardware is required. You can use any standard headset or handset with TeleVantage Call Center, and agents can work in hands-free mode to have calls delivered efficiently, without having to hear a ring or pick up a phone. Agents can use their phones or PCs to modify their personal status when going on a break or during wrap-up time between calls so that their activity is always visible to supervisors. Since TeleVantage Call Center queues are visible to each user, operators or agents can easily transfer calls to any queue, because queues appear in all lists of extensions. When callers need outside assistance, an agent can put the call on hold and place an outbound call to get further information or perform administrative duties. To place calls quickly, the agent can search contacts, grab a name off the toolbar, or drag a contact into the call monitor. Integrate with Other Applications TeleVantage makes integration of the call center data with other corporate systems easy and inexpensive. TeleVantage works with CRM applications to enable point-and-click dialing and screen-pops that work with contact databases. With the TeleVantage Call Center, agents receive queue calls and easily see past transactions conversations so they are better prepared for calls and can handle them appropriately. Optimize Call Center Performance If you can't measure it, you can't manage it. Call Center performance is critical to any business's success, and TeleVantage Call Center supplies all the tools you need to run your call center better. Coach and Monitor Agents for Best Results TeleVantage has the flexibility to let you give each agent the guidance he or she needs. You can observe multiple stations and optimize agents' time and availability in real time, and silently monitor calls for training and quality assurance purposes. Any manager may also act as a "silent partner" to coach a new agent by staying on the phone with the agent but remaining inaudible to the caller. When required, the manager can join the call and assist the agent by talking to the customer directly. When you are not available for real-time monitoring, you can easily record calls for particular agents or queues for later analysis. Group agents by skill set and establish overflow agents to assist with particularly busy periods for a specific queue. Employee satisfaction and retention go up when entry-level workers don't get in over their heads and expert agents are challenged, not bored. Assign calls by degree of difficulty, so that only experienced agents get complicated calls. Wrap-up time between calls and agent permissions can be set for each queue or by agent to accommodate each agent's level of expertise.