Computer-Free Operation Mode

With Progressive Dialler, your telesales agents need not be sat at a computer - viewing customer information and entering outcome codes can all be done via the phone.

Whilst a call is dialling, the user's telephone screen will change to display information about the customer being dialled. The user will then know straight away who they are calling and be aware of any important additional information

When the call is answered, the phone's display will change to show the possible outcome codes which can be entered. The user can then simply press the buttons at the side of the screen to enter the corresponding outcome code.

Configurable Call Outcomes

The supervisor can configure outcome codes to handle the automatic processes within each campaign. When an outcome code is entered by an agent using the dialler, its specified script will be executed. The scripts can perform a variety of tasks such as dropping the call immediately, dialling the next number for that record, or transferring a call to another extension.

Database Screen-Popping

For users who do use a computer, Progressive Dialler can also integrate seamlessly with their PC.

Progressive Dialler can be configured to screen-pop your preferred database application, such as Microsoft Access or Goldmine. When the number is dialled, the database entry will be automatically retrieved and a popup window will launch displaying the records.

Automatic Callback Handling

If a customer wishes to be called later, the agent can easily enter a requested time via their telephone keyset. This request will be processed by the dialler, and it will automatically redial that number at the specified time, so long as there are agents logged in to that particular campaign.

Callbacks can also be set to be agent-specific, so that the same person who took the call initially will also handle the callback.

Print/E-mail Records On Specific Outcomes

Progressive Dialler can be set so that certain outcome codes will trigger automated printing or e-mailing of the current records from the database. This can be useful for many situations. For instance, an agent can simply enter the 'Sale' outcome code, finish their call then walk to the printer where a printout will be waiting for them.

Live Campaign Management

The supervisor can quickly assign agents to new campaigns to make the most effective use of staff. This can be done without stopping the server or logging agents out - allowing for rapid switching between campaigns. The supervisor can also send messages to the phone display of an agent from the console.

"Don't Call List" Management & Campaign Cleaning

Progressive Dialler allows you to import a list of barred numbers. These numbers will not be dialled, and the dialler will simply skip to the next number in the records when it encounters one.

Barred numbers can also be added on-the-fly via entering outcome codes. If a customer is adamant they do not wish to be called, the agent can press corresponding button on their phone to enter the "Do Not Call" outcome code. The current number will then be added to the barred list and will not be dialled again.

Programmable Wrap-Up Timer

Optimising the amount of time an agent spends between calls can be crucial in enhancing the success of a campaign. Progressive Dialler affords you great control over this aspect of call centre management and allows you to set various wrap-up timers for different situations.

For instance, upon selecting 'Sale' an agent can be given a long wrap-up timer to allow them to complete the necessary procedures, yet selecting 'Do Not Call' can be set to give a very short wrap-up timer so that no time is wasted.

Three Number Fields Per Record

In order to increase the probability of making contact with a dialled number, Progressive Dialler permits up to three numbers to be stored for each call record. These can then each be assigned their own time window.

For example, the first number can be labelled 'Work' and can be set to only dial between 9am and 5pm, Monday to Friday. The second number can be labelled as 'Home' and set to dial between 9am-11am, 1pm-2pm & 4pm-9pm Monday to Friday, but anytime between 9am and 9pm on the weekend. A third number, 'Mobile' could be set to dial between 9am and 9pm any day of the week.