2010 Contact Centre Industry Directory First Call Resolution–The ...

Software Solutions
property, the property managers
can see that their property is having
a spike in calls. They can easily
determine the source by looking at
CDOPS 2.0’s reports that include
statistics on what types of problems
occur. Sometimes it is a piece of
equipment or an area of the property
that needs upgrading.
“These call statistics help managers
get to the root of the problem to help
improve this amenity for their guests.
We also actively monitor all of the
network hardware at the property. If
some part of the system fails, we are
alerted and work to fix the problem
before it is even noticed. ”
Guest Direct says its track record
of being a guest-focused company
has positioned it as one of the
top customer service companies.
Every technician is meticulously
analyzed during the hiring process
and undergoes extensive training
before they answer a call. In addition,
for increased accountability, every
Guest Direct call is recorded and
stored in the system and is available
for property management to review.
Founded in 1997, Guest Direct is
a subsidiary of onshore outsource
call centre Customer Direct. For
more information, visit www.
customerdirect.com.
SaaS predictive dialer cuts
hardware costs.
Interactive voice communications
provider TCN, St. George, UT,
launched in late April
its first fully Web-based predictive
dialer. Concurrently, it released
its Agent Gateway technology,
which facilitates advanced voice
broadcasting at the call-agent level.
The TCN Predictive Dialer is
described as a groundbreaking
innovation that is a culmination of
research and development begun
nearly one decade ago. Supplied
entirely as a Web-based Software as
a Service, the Predictive Dialer makes
affordable for any organization
the rich feature set of a $200,000
traditional hardware dialer.
In harnessing the holy grail of subone-second
connections of premisebased
dialers for the Web-based
world, the TCN Predictive Dialer
also stands out for its flexibility.
Administrators can set up new call
agents, hunt groups, and predictive
dialing campaigns in literally
minutes. Companies require only
phones and Internet connections
for their call agents so that within 10
minutes they can be running a fullypredictive
campaign.
Call agents simply log in through
the Agent Gateway. As calls connect
to the agents, the customer
information appears on agents’
screens. Notes and call results can
be entered by the agents directly
through the TCN interface without
the need of interacting with a call
centre CRM.
Agents can also be coached
through calls with scripts and required
responses set up by administrators
through the Web-interface. Other
tools include manager barge-in,
manager-to-agent messaging, call
recording, and a manager dashboard
that shows all connected agents and
their call status.
Agent Gateway lets call agents
working on TCN’s voice broadcasting
platform log in to receive sub-onesecond
connections to customers
who opt to speak to an agent after
listening to a recorded message. Like
the Predictive Dialer agent interface,
the Agent Gateway interface
flashes the connected customer’s
information to the agent and allows
the agent to log notes and responses
directly through the Web interface.
Both technologies are said
to greatly enhance call centre
productivity through enabling
inexpensive customer contacts and
enhanced, call-agent-level reporting.
Companies no longer need to make
large capital investments to meet
their customer contact requirements.
Managers can track call agent
productivity per agent hour and can
monitor in real time agents’ call status.
“Companies have traditionally
had to sacrifice responsiveness
to customers because of the high
costs of traditional hardware dialers
or other methods of contact like
direct mailers,” says TCN Founder
and CEO Terrel Bird. “With TCN’s
Predictive Dialer and Agent
Gateway, companies can now use
their preferred method of contact
for pennies per contact. This is a
huge advancement for accounts
receivables, retention, and customer
service across the globe.”
TCN’s technologies are currently
available in North and South
America, Asia, and Europe. For more
information, visit www.tcup3.com.
Tool helps recapture lost
sales opportunities
Provider of call tracking,
performance evaluation, and
evaluation, CallSource, Westlake
Village, CA, last year introduced
iReview, described as a quick and
easy way for companies to review
their sales team’s interaction with
callers by using Web-based tools to
help select and evaluate employees’
individual call-handling performance.
iReview claims to improve callto-appointment
ratios, uncover
skill gaps and identify training
opportunities, help retain employees
by empowering them to succeed, and
identify best practices for replication
Calls are recorded and coded by
employee, allowing managers and
trainers to conveniently review and
score calls. A report card is generated
for each person whose calls are
reviewed.
“The ability to correct
performance problems and recapture
lost sales opportunities is crucial to
the viability of every business,” says
CallSource CEO Jerry Feldman. “This
product delivers the means to do
just that.”
CallSource Chief Strategy Officer
Elliot Leiboff notes: “Because iReview
establishes a baseline and then
measures employee performance
on an ongoing basis, businesses can
finally know exactly how effective
their training is and can quickly focus
training where it’s needed most. It’s
an invaluable management tool.”
CallSource provides online calltracking,
recording and analytics
solutions that let companies measure
advertising effectiveness, improve
return on marketing investment,
increase sales and enhance customer
service. CallSource tracks more
than 500,000 advertisements and
seven million phone calls every
month for automotive retailers and
dealer groups, media companies and
advertising agencies, and a wide
range of businesses throughout
North America. It also offers
performance analysis and training
to help clients improve marketing
and call-handling and convert more
callers into customers.
Verizon Enterprise Centre
steps up SMB self-service
Small- to medium-size business (SMB)
customers are able to take advantage
of the big-business capabilities
inherent in the Verizon Enterprise
Centre (VEC) customer portal from
Verizon Business, Basking Ridge,
N.J. In addition, Verizon Business is
helping its customers interact more
efficiently with the company through
an expanded set of automated
customer-care capabilities.
Verizon Business has extended the
range of online tools available to SMB
customers. Now, the VEC’s full suite
of services – including reviewing and
paying all their Verizon invoices, to
see Software Solutions page 32
t CallSource CEO Jerry Feldman says the ability to
correct performance problems and recapture lost sales
opportunities is crucial to the viability of every business.
t John Williamson, vice-president of ecommerce and digital CRM
for Verizon, says the company will continue to innovate and deliver
advanced automated services that both simplify and add value to
customer relationships.
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