 Fuel your
business with more productive agents
Whether your agents are taking orders or helping
customers, your call center's performance is critical to
your reputation and is often the most important factor
in achieving your growth and profitability goals. The
TeleVantage Call Center gives you the tools you need to
make agents more productive and callers more satisfied.
^Back to Top |
| |
|
Software
solution dramatically lowers costs |
|
Typically,
businesses in need of full call center functionality had
to choose costly products, many of which required
proprietary hardware that operated separately from the
company phone system. That approach added complexity and
raised costs, while severely limiting flexibility. As a
fully integrated module of the award-winning TeleVantage
software-based PBX, the TeleVantage Call Center has no
additional hardware to install, while providing the
benefits of future-proof software expandability and a
familiar, easy-to-use interface. In addition, the
TeleVantage Call Center can also be configured as an
adjunct call center solution to a traditional PBX.
^Back to Top |
| |
 Centrally
manage all call center behavior
At the heart
of the TeleVantage Call Center are call center queues,
which are easily configured to your specifications using
the TeleVantage Administrator’s point and click
interface. Within each queue you can choose how calls
are distributed to agents, customize your callers’ hold
experience, play single or repeating messages, prompt
callers to enter data, configure call priority, set up
automatic call recording, and manage all other call
center settings.
^Back to Top |
| |
|
Keep
informed with extensive reporting and real-time
statistics |
|
To keep
improving call center performance and profitability,
supervisors need to be able to analyze call center data.
The TeleVantage Call enter provides several ways to
monitor agent and queue performance in real time, and
compare it against past performance as you watch.
For more detailed analysis, you can use the TeleVantage
Call Center Reporter to run over a dozen types of
graphical reports, and further analyze the results using
Microsoft® Excel.
^Back to Top |
| |
 Spot Trends
in Queue & Agent Performance
Successfully
managing a call center involves continual data analysis
to determine caller and agent trends and make
adjustments. The TeleVantage Call Center Reporter
leverages Microsoft Excel to give managers over a dozen
intuitive report-generating tools without the hassle of
having to import or export information, manipulate or
roll up data, or manually create charts. Point and click
to run reports on individual agents, queues, inbound
calls, outbound calls, wait times, talk times, call
volumes, total trunk usage, and many other facets of
your call center performance.
^Back to Top |
| |
|
Gain a
competitive advantage |
|
The
TeleVantage Call Center provides your business with a
strategic competitive advantage. By integrating and
streamlining your call center, you can turn
relationships with customers into profitable
initiatives, close sales quickly and provide customers
with the help and information they need.
^Back to Top |
| |
 Single-point
access to create and manage queues
The
TeleVantage Administrator provides a single unified
interface to manage all aspects of call center queues.
Point and click to add and delete agents, set up and
change supervisor permissions, record hold prompts,
change queue routing, manage the queue’s voice mail,
take the queue offline, and more. You can manage agents
efficiently by changing permissions for groups of agents
at once, or set permissions and settings such as wrap up
time for individual agents as needed.
^Back to Top |
|
|
|
Connect
callers quickly to the right agent |
|
Sophisticated and flexible routing helps callers reach
the queue and quickly connect to the right agent for the
job. You can make a queue accessible by an extension,
DID, auto attendant, or dial-by-name directory. Even
send callers to a queue in another branch office or city
using he built-in IP Gateway support. Once calls reach
the queue, you have full control over how they’re
distributed to agents. Send calls to the gent who has
handled the fewest calls, the agent who has been idle
the longest, the agent with the shortest talk time, or
your best agents first. Other options include ringing
all agents’ phones simultaneously and round robin. Give
important callers higher priority so that they move
closer to the head of the queue and reach an agent
sooner. You can even treat certain callers differently
based on time of day or who is calling.
^Back to Top |
| |
Enhance
the on-hold experience
Successful call center managers know that customers
start to form opinions about the quality of the company
before they ever speak to an agent. With the TeleVantage
Call Center, you can delight your customers by playing
personalized prompts to identified VIPs or to those who
enter a customer number. Flexible prompts can changeover
time as callers wait, relating how many calls are ahead
of them in the queue, what the estimated wait time is,
or any other custom message you record. Each queue can
have its own welcome message and music on hold source.
Free your valuable phone lines by allowing callers to
press a key to stop waiting and either leave a voice
mail message with call back number, or transfer to an
Operator, auto attendant or different queue. Of course,
when the need arises the queue can be taken off-line
manually or automatically when all agents sign out,
sending new calls to voice mail.
^Back to Top |
| |
| |
|
Overflow
agents handle heavy call volume |
|
Automatically send calls to special overflow agents
during peak call hours to reduce your queue’s hold time.
Overflow agents do not receive any queue calls until the
caller’s hold time exceeds a configurable threshold,
freeing them for other tasks until they’re needed. You
can create as
many “overflow agent tiers” as you want; each tier of
agents remains undisturbed unless all agents on lower
tiers are busy.
^Back to Top |
| |
|
Never miss a
call |
|
Supervisors
can rest easy knowing that if an agent doesn’t answer
one or more calls, TeleVantage can be optionally
configured to put the agent “On Break”. This prevents
future calls from ringing the agent and also alerts the
supervisor that the agent has left their desk. After
hours, automatically send callers to voice mail with a
special night greeting or re-direct callers to another
extension, such as an Operator, auto attendant, or
queue.
^Back to Top |
| |
|
Empower your
Call Center agents |
|
The
TeleVantage Call Center gives agents the tools they need
to get the job done. Agents can handle incoming calls
using only the phone or—for agents with a PC—the
powerful TeleVantage Client call-handling software.
Visual indicators and audio prompts let agents using
either their phone or PC distinguish calls from
different queues, and queue calls from personal calls.
With the click of a mouse or by following verbal menus
on the phone, agents can change their personal status to
begin or end their shift, take a break, or indicate that
they are in a meeting or working from home. Agents with
the proper permission can sign in and out of different
queues as needed. Supervisors can define how much “wrap
up time” an agent gets after completing a call, and if
they are ready, agents can easily end wrap up early.
With the graphical Call Monitor, agents can point and
click to grab a waiting call, see if a supervisor or
other expert is available, and then conference or
transfer the call as needed. Your agents do not have to
be on-site to be productive. With the proper permission,
remote agents can have their calls forwarded to their
home number, cell phone or other location. Even take
their calls via the Internet using VoIP and manage the
calls using an IP phone or Microsoft NetMeeting.
^Back to Top |
| |
 Know who is
calling
Prepare
agents with caller details before they answer the call.
A queue can prompt callers to enter account numbers or
issue numbers, then display the information to the agent
on-screen. If an agent enters notes on a call and later
transfers it, the notes follow the call to help the
receiving agent get up to speed quickly, and are
automatically saved to the Call Log for a built-in
record. Get screen pops of identified callers using the
built-in contact database. And if you use a contact
manager such as Outlook®, Act!®, GoldMine®, or
FrontOffice™, the TeleVantage Call Center can open the
contact manager’s matching customer record whenever the
contact calls.
^Back to Top |
| |
|
Ready to
expand |
|
Enhance your
call center capabilities with off-the-shelf TeleVantage
Add-ons, such as the TeleVantage SmartDialer which
automates outbound dialing for calling campaigns, or
design your own to seamlessly integrate with TeleVantage
using the included TeleVantage Software Developer’s Kit
(SDK). Add-on applications can collect customer
information, analyze incoming area codes, redirect calls
and pass custom data to agents via screen pops along
with the call. In fact, the TeleVantage SDK provides
access to all TeleVantage Client data and functions—what
you can do is limited only by your imagination!
^Back to Top |
| |
|
Track
outbound calls and handle account codes |
|
If your call
center needs to track outbound calling, the TeleVantage
Call Center has that covered. Agents can indicate if
their call should be tracked as a queue or personal call
so you can later run reports on outbound queue calls
using the Call Center Reporter. 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 GoldMine. Use account codes to track calls
by company or project for accounting purposes. Agents
can be prompted to enter account codes whenever they
place a call and TeleVantage can optionally verify them
against an approved account code list.
^Back to Top |
| |
|
Coach your
agents to superior customer service |
|
The
TeleVantage Call Center lets supervisors discreetly give
each agent the guidance and training he or she needs. A
supervisor can listen in on an agent's call, and choose
whether or not the agent is aware of the monitoring.
Supervisors can also coach an agent, so that the agent
can hear the supervisor, while the customer can not. If
required, a supervisor can even join the call and talk
to the customer and agent in a conference. Supervisors
can manage each agent's status as needed. For example,
they can change a sick agent’s personal status to “Out
of the office” when necessary or sign an agent out from
one queue and into another if the agent forgets, or is
not permitted to do it themselves.
^Back to Top |
| |
