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TelStar Home » xSELLerator » Call Center Software On Site

Call Center Software On Site

Call Center Software with full functionality at an affordable price

TelStar's On Site Call Center is the most cost effective VoIP call center solution in the industry. On Site Call Center Software offers you the necessary tools to easily track and control all aspects of your call center.

On Site Call Center Software has endless features that will enable you to effectively manage your call center and take you to the next level.

Our call center system offers call blending capabilities that raise agent productivity to new heights. Imagine your agents handling inbound calls and outbound calls simultaneously and seamlessly. On Site Call Center Software makes this a reality.

Benefits:

• Works “straight out of the box”, ensuring rapid implementation
• No Integration costs – On Site Call Center components are inherently integrated
• Extremely robust and easy-to-use tools to handle all aspects of your call center
• Operates without the CTI Link
• Integrated with Teleblock for optimum DNC list Compliance
• Does not require an expensive third party switch
• Completely open architecture environment

Features:

• Predictive Dialing
• Inbound Calling
• IVR: Interactive Voice Response
• ACD: Automatic Call Distribution
• Call Blending
• Transferring Capabilities
• Monitoring / Coaching / Barging
• Business-2-Business Module
• Real-Time Reporting
• Real-Time Displays
• Appointment Scheduling Package
• Security

Predictive Dialing
TelStar’s predictive dialing is based on a sophisticated dialing calculation, which takes into account many criteria, including abandonment percentage, contact ratio, average talk time, agents waiting for calls, agents in calls, and after call work. On Site Call Center Software offers a “blended leads” feature that allows the dialer to call multiple lists simultaneously, ensuring maximum penetration of each campaign.

With self-pacing, the dialer does not need constant supervision. The dialer determines how quickly the next call should be placed by utilizing real time statistics.

Predictive Dialing Features

• Dials multiple programs simultaneously
• Individual pacing control per program
• Answering machine detection sensitivity control
• Option to leave messages on answering machines automatically
• Dials multiple lists with priority
• Query builder for easy manipulation of leads
• Blend lists/queries by weighting and time zone
• Progressive Dialing & Auto Dialing can be done at the same time on the same system
• Business-2-Business algorithm

Call Progress Analysis Removes

• No Answers
• Answering Machines (can automatically leave messages)
• Busy Signals
• Operator Intercepts (tri-tones)
• Fax Machines/Modems

Inbound Calling
On Site Call Center Software has powerful inbound tools, such as ACD and IVR to enable you to easily configure the system to suit your call center needs.

IVR: Interactive Voice Response
The IVR feature has unlimited configurations for routing calls based on the Client, DNIS, and caller touch-tone responses. With the On Site Call Center Software IVR feature you can create and edit call flows designed specifically for your organization.

• Multiple Auto-Attendants
• Customer Self Service
• Payment Processing
• Manage with robust reporting capabilities

ACD: Automatic Call Distribution

• Skills-based and Priority Routing
• Service Level Alerts
• Text-to-Speech
• Customizable greetings and announcements
• Manage with robust reporting capabilities

Call Blending
The Call Blending utility within On Site Call Center Software allows the agents to move between Inbound and Outbound calls, maximizing productivity.

• Eliminates idle time for inbound remote agents
• Makes staffing easier
• Increases outbound traffic, when inbound call volume is low
• Automatically displays caller information

Transferring Capabilities
WithOn Site Call Center Software remote agents can transfer a call internally or externally.  They can easily conference to a third party and remain on the line or drop from the conference and continue taking additional calls while the other two parties remain connected. When an agent transfers internally, the caller and customer information transfer simultaneously.

Monitoring / Coaching / Barging
With On Site Call Center Software supervisors can monitor, coach, barge or send instant messages to the remote agents. The monitoring feature provides the ability to listen to an agent’s call, coaching allows the supervisor to provide feedback or direction to the agent without the customer hearing and barging allows the supervisor can take over a call to ensure quality.  A supervisor can also send a text message to one agent or to all agents.

Business-2-Business Module
Utilizing this unique and powerful On Site Call Center Software tool you can effectively market to businesses without repeated calls through your prospect or customer’s switchboard.

• Allows you to duplicate numbers in the calling database so that multiple entries of business contacts can be called.
• Remote agents can call into businesses and search a directory of related contacts within that business and conduct a survey or sales call with each individual contact.

Additionally, you can build a scheduled delay when calling multiple contacts at the same number to prevent overloading your prospect or customer’s switchboard.

Real-Time Reporting
On Site Call Center Software enables you to evaluate inbound and outbound performance with Real-Time and historical reporting. With so many reporting options, you can analyze all aspects of your organization. We provide several standard reports or you can create customized reports to fit your call center needs.

Real-Time Displays
On Site Call Center Software Real-Time Display is a valuable tool for monitoring and maintaining optimum performance and productivity. The displays include inbound queues, current status and statistics, dialer statistics, and list performance. With real-time displays, a manager can quickly identify the agents that have exceeded pre-set thresholds and quickly monitor, coach, or barge on an agent to allow for immediate corrective action and feedback.

Appointment Scheduling Package
The appointment scheduling package is ideal for appointment setters in all types of industries, i.e. time share resorts, home improvement, mortgage, estate planning, etc. This feature is controlled by a simple interface, allowing the manager to customize schedules by the number of appointments to be scheduled for a given time frame.

Security
On Site Call Center Software offers multi-level security access. Each employee has a unique login and password which allows them access to areas that have been assigned to them under their employee profile. Key areas can be password protected beyond the standard login.

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