Dialer
The Teclan Dialer increases productivity of agents and helps the contact center to achieve its business goals. More transactions, more effective contacts with customers and several indicators of management are some of the benefits of the solution. The Teclan Dialer can operate in power, overdialing and predictive modes and provides resources for real-time monitoring and management of campaigns, which may be active or a blended profile.
The definition of business rules and intelligence of mailing are crucial to the success of operations. The function Campaign Manager has several features that are sufficiently flexible to customize campaigns, such as defining callbacks, priorities, agent skills, dialing rules, time zone, call qualification, dialing time related to types of phones, among others. Furthermore, it also offers several reports, covering several indicators of performance of campaigns and agents. These indicators allow an efficient management in search of better results, providing support for decision making and planning of future campaigns.
With the Teclan Dialer you can manage mailing campaign better. The solution allows you to clean up mailing lists by blocking invalid phone formats and updating those with old prefixes. Another feature is the possibility of incorporating data from outside databases to existing mailing lists, aggregating new phones to the contacts database. Cleaned and enriched mailings lists optimize campaigns and generate better results for your business.
Operations managers can assess the performance of campaigns in real time and make their decisions through the Dialer Supervisor. Next to the on-line monitoring, the tool provides analysis of performance in real time, related to campaigns, agents, calls, mailing, dialing status and more. Managers can also dynamically adjust and modify campaigns during the operation through the hot-swapping process, optimizing their results.
A good predictive dialing system is one that automatically adjusts to changes in the campaign and operation without the need for management intervention. One of the differentials of the Teclan Dialer is its unique simulation method, which identifies the probability that the agent is free at any given time based on service time, number of agents operating, etc. Its performance ensures low dropout rates and waiting time between calls, resulting in high levels of calls made and answered.
The Teclan Dialer serves outbound operations and blended profiles, in which agents can operate in active campaigns and in the receptive service simultaneously in a single integrated environment. Thus, insofar as the volume of inbound calls increase, the blending function transfers calls to the group of inbound or outbound agents, according to the parameters set by the contact center. The productivity of operations is guaranteed, as well as the quality of service to their clients.
High performance of dialing
Active operations and with blended profiles
Power, overdialing and predictive modes
Online monitoring and several management indicators
Unlimited agents, campaigns and size of mailing list
Multiple phones per contact
Priorities, dialing rules, time zone, scheduling
Configurable calls qualifications per campaign
The predictive algorithm does not require an intervention by the supervisor
Non-proprietary tool scripting
Support of VoIP telephony technology
Integrates with leading PBXs and databases in the market
Integrates with legacy systems of client