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TelStar Home » xSELLerator » Hosted Call Center Software

Hosted Call Center Software

TelStar’s Hosted Call Center Solutions offer premium voice quality and an easy-to-use interfaces.

TelStar's Hosted Call Center solutions are fully blended VoIP or PSTN inbound/outbound solutions.  Eliminate the need for large capital investments or expensive T1's with our hosted call center solutions. Our solutions offer clear voice quality and an easy-to-use interfaces.

Our hosted call center solutions enhance cost-effective management of multiple sites from a single location, without purchasing expensive hardware and software at every site. TelStar also offers a perfect solution for overflow or disaster recovery planning.

Acquire all of these features over the internet without facing any large investments, hefty annual maintenance fees or overwhelming system integration fees.

TelStar’s hosted call center solutions are an on-demand service; and can be up-and-running within hours. Learn how our hosted call center solutions will improve your company’s bottom line by boosting your return on investment.

Benefits:

• No equipment to maintain or setup
• Integrated with Teleblock for optimum DNC list Compliance
• Does not require expensive T1’s
• Easy-to-use remote agent interface
• Enables remote agents
• Business class voice quality
• Make calls from anywhere in the world
• Easy to manage

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. Hosted Call Center 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
Hosted Call Center has powerful inbound tools, such as ACD and IVR to enable you to easily configure the system to suit your hosted 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 Hosted Call Center 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 withinHosted Call Center allows the remote 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
With Hosted Call Center 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
WithH osted Call Center 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 powerfulHosted Call Center tool you can effectively market to businesses without repeated calls through your prospect or customer’s switchboard.

• Allows you to duplicate numbers into 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
Hosted Call Center 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 Telstar's hosted call center solution needs.

Real-Time Displays
Hosted Call Center 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 remote 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
Hosted Call Center 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. There is a management password for predictive information, which can be accessed from any networked computer.

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