Database
Contacts are called from a single database for all agents to allow multiple agents to make calls for the same telemarketing campaign.
Contacts are called from a single database for all agents to allow multiple agents to make calls for the same telemarketing campaign.
Display of the script on the screen of each agent including the fields of the database to be completed as the name, address, comments, etc., and customized according to the clients wishes.
Ability to transfer a call from a mailbox to a queue or extension if no agent is available.
Estimate waiting time in queues and evaluate the position in the queue; possibility in manual dialing mode to preview contacts information before calling them.
Agents can receive incoming and outgoing calls randomly based on call priority (mixed); calls and data transfers from an agent to a supervisor if necessary to ensure quality of service.
Ability to start and stop call recording by agent at any time and ability to automatically record all calls.
Possibility of broadcasting a pre-recorded message automatically to a contact list on several telephone lines simultaneously;
Predictive composition of residential prospecting calls using an adaptive numbering algorithm to maximize agent productivity.
Ability to receive calls on a queue to be answered by agents of different levels depending on the level of difficulty of the call and ability for the agent to directly choose the next call in the queue.
All calls, their statuses, agent names, records and call information are saved in a database.
Ability to receive calls on a queue to be answered by agents of different levels depending on the level of difficulty of the call.
Ability for the agent to directly choose the next call in the queue.
Ability to assign toll free phone numbers for customer call-backs during the campaign.
The system allows you to customize the user data of each campaign in order to adapt to the needs of each customer.
Several real-time and summary reports are available;
Automatic dialing of outgoing calls controlled by agents
The system automatically dials and sends calls directly to available agents for maximum use of agent time;
Telemarketing campaign in automatic dialing mode by starting the call with a Telemarketing campaign in automatic dialing mode by starting the call with a phone tree and then forwarding calls to agents when needed; and then forwarding calls to agents when needed.
Compliance with government standards and regulations of our system for calls made in Canada and the United States
Management of excluded campaign and client number lists in accordance with the CRTC and the National DNCL;
Dialing with answering machine detection, able to play a pre-recorded message on answering machines or voicemail;
Restricted dialing of the hours and days of personalized calls according to the time zones and regulations of each country.
Gestion d’arborescence d’appel entrant et des boîtes de messagerie vocale.
Ability to automatically dial alternative numbers unlimitedly per customer until you get an answer;
Ability to set a custom display number for each telemarketing campaign or list as needed.
Ability to receive incoming calls and connect them to the database through by the display number.
Ability to schedule client reminders at a specific time and date and assign it to the same agent or first agent available.
Three-way conference with an agent who can leave the conference at will.
Management of configurable reminders by agent or by agent group.
Ability to perform search queries in the database in the telemarketing campaign’s window;
Ability to add custom call disposition codes for each campaign;
Ability to recycle contacts with a specific status to call back at a specified time frame without resetting the call list.
Prioritization of queues by campaign and by agent group;
Ability to manually call up to two different customer phone numbers for the same telemarketing campaign;