A call center is a centralized office used for receiving or transmitting a large volume of requests by telephone. An inbound call center is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research.
Why Call Center?
Ability for an agent to call clients in succession from a database through a web-based screen.
Ability to display a script for the agent to read with fields like name, address, etc. filled-in.
Ability to set a campaign to auto-dial and send live calls to available agents.
Ability to dial predictively in a campaign with an adaptive dialing algorithm.
Ability to dial on a single campaign across multiple dialers, or multiple campaigns on a single dialer.
Ability to open a web page with user data from the call, per campaign, per In-Group, or per list.
Ability to autodial campaigns to start with a simple IVR then direct to agent.
Ability to broadcast dial to customers with a pre-recorded message.
Ability to park the customer with custom music per campaign.
Ability to send a dropped call to a voicemail box, queue or extension per campaign if no agent is available.
Ability to have an agent take both inbound and outbound calls in one session (blended).
Ability to start and stop recording an agent’s calls at any time.
Ability to automatically record all calls.
Automatically dial unlimited alternate numbers per customer until you get an answer.
Ability to schedule a callback with a customer as either any-agent or agent-specific.
Ability in Manual dial mode to preview leads before dialing.
Agents can be logged from anywhere with just a phone, web browser, and an internet connection.
Faster hangup and dispositioning of calls with one key press (HotKeys).
Ability to add custom call dispositions per campaign.
Ability to use custom database queries in campaign dialing.
Recycling of specified status calls at a specified interval without resetting a list.
Agent phone login balancing and fail over across multiple servers.
Several real-time and summary reports available.
Real-time campaign display screens.
Blind call Monitoring.
Custom Music-On-Hold and agent alert sound for inbound calls.
Estimated hold time, place in line, overflow queues and several other inbound-only features.
Ability to manually or automatically call up to two other customer numbers for the same lead.
Queue Prioritization per campaign and inbound group.
Single agent call queuing.
Ability to set user levels and permissions for certain features and campaigns.
Ability for Managers/Supervisors to listen-in on agent conversations.
Ability for Managers/Supervisors to enter conversations with agents and customers.
Ability for Managers/Supervisors to change the selected queues for an agent.
Ability for agents to select a Pause Code when they are not active.
Ability for agents to control volume levels and mute themselves.
Ability for agents to view the statuses of other agents on the system.
Ability for agents to view details for calls in queue that the agent is selected to take calls from.
Ability for agents to select and click to take calls in queue from their agent screen.
Agent shift enforcement by day and time, defined per user group.
Web-based data export utilities.
DID, phone and carrier trunk provisioning through the web interface.