• Fully featured Predictive Dialer
• Voice logger & Customized CRM
• Customized Reports and Solutions
• Linux / Microsoft Based System
• Flexible Operations (VOIP : PRI)
• Noise Cancellation Headsets
• Broadcaster & SMS campaign on demand

Call Management System

We have a state-of-the-heart Computer telephony integration (CTI) system prevalent at our Contact Centre. The technology ensures allows interactions on a telephone and a computer to be integrated or coordinated. It predominantly is used to help users be more efficient, though it can also refer to server based functionality such as automatic call routing.

Desktop functions supported by our CTI application

Screen popping - Call information display (caller's number (ANI), number dialled (DNIS), and Screen pop on answer, with or without using calling line data. Generally this is used to search a business application for the caller's details.

Dialling - Automatic dialling and computer controlled dialling (power dial, preview dial, and predictive dial).

Phone control - This would include call control (answer, hang up, hold, conference, etc.) and feature control (DND, Forward, etc.

Server functions supported by our CTI applications

Call routing - The automatic routing of calls to a new destination based on criteria normally involving a database look up of caller's number or number dialled.

Advanced call reporting functions - Using the detailed data that comes from CTI to provide better than normal call reporting.

Voice recording integration - Using data from CTI to enrich the data stored against recorded calls

Dialer Modes

Preview dialling - It enables agents to first view the available information about the customer and decide when to place the call. In addition to the information about the customer, agents may also view all the history of the customer with the contact center. After viewing the information about the customer, the agent requests the system to make the call. For example, preview dialling is useful in debt collection campaigns to allow agents to view information about the customer and define a strategy before starting to talk to the customer. The system delivers preview calls to agents automatically, taking into account the priority of the call and the skills of the agent to handle the call. Preview dialling keeps agents from dialling calls

Predictive dialling - State-of-the-art pacing mode used to call a large number of customers within a short period of time. Predictive dialling optimizes the time of agents by reducing the idle times between connected calls and freeing agents from dialling calls. Predictive dialling gathers statistics concerning the duration of calls, how long it takes for calls to be answered, and how often are calls answered. When an agent is about to become idle, The system places several calls. The performance of predictive dialling takes into consideration the accuracy of the contact lists and the reduces erroneous calls. If the contact list is poor, the performance of the predictive dialling campaign is at risk as agents are not connected to live contacts and are not able to do business.

Technical Add-on's

• PIV Systems / IBM Server with Structured Networking
• Experienced Management as per Process Requirements
• Domestic / International Customer Support Operations
• BCP feasibility exists
• Data mirroring on back up server within the location
• ADC, SQL & EPO server for complete data security & contingency.
• ISA server (Internet) with restricted access.
• DNC blocking via SQL server to avoid calling DNC customers.

Service Levels

Service-level are critical for the success of any outsourcing initiative as they set expectations for both parties-the outsourcer and the customer

We cater to the following SLA parameters:

• Operating days and hours
• Definition of work, Processes and procedures
• Agent - Quality, Coaching and Training
• Escalation procedures
• Technology, Uptime requirements and performance
• Backup and Contingency
• Reporting
• Transaction handling
• Security

Service Level Agreement (SLA)

SLA contain numerous service performance metrics with corresponding service level objectives.

Metrics commonly agreed to include:

• ABA (Abandonment Rate) : Percentage of calls abandoned while waiting to be answered.
• ASA (Average Speed to Answer) : Average time (usually in seconds) it takes for a call to be answered by the service desk.
• TSF (Time Service Factor) : Percentage of calls answered within a definite timeframe, e.g., 80% in 20 seconds.
• FCR (First-Call Resolution) : Percentage of incoming calls that can be resolved without the use of a call-back or without having the caller callback the helpdesk to finish resolving the case.
• TAT (Turn-Around Time) : Time taken to complete/revert back on a certain task.

Security Breach

We ensure that our contact center is secured, as any loss of confidential customer information can mean huge consequences for our organization.

• Any center downtime has a direct and measurable impact on the bottom line. Security of information is ensured by use of strong encryption technologies with ability to grant or deny access to create, view, modify, update or delete objects including customer records, reports, business rules, campaigns and customer tickets. Only System Administrator has the ownership to modify, create, amend or append any CRM or IT related changes, keeping the Senior Management in loop.
• Swipe cards technology installed to restrict unauthorized movement. Surveillance cameras are activated at key access points.
• Any hardware tool (CD, DVD, Pen drive etc.) is not permitted into the contact centre so as to maintain high level of Data security. Internet Access is not allowed to Contact Centre Agents. The Team Leaders, Process Managers, Trainer & Quality also do not have access to the Internet and all sites are restricted by Firewall.