Hosted Call Center Solution with premier voice quality and an easy-to-use interface.
TelStar's xSELLerator Hosted Call Center is a fully blended VoIP or PSTN inbound/outbound solution. Eliminate the need for large capital investments or expensive T1's with our hosted call center solution. xSELLerator Hosted Call Center offers clear voice quality and an easy-to-use interface.
xSELLerator Hosted Call Center enhances cost-effective management of multiple sites from a single location, without purchasing expensive hardware and software at every site. xSELLerator Hosted Call Center is also 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.
Our Hosted Call Center is an on-demand service; it can be up-and-running within hours. Learn how our hosted call center 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 agent interface
- Enables remote agents
- Business class voice quality
- Make calls from anywhere in the world
- Easy to manage
- Free training!
Features:
Predictive Outbound 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. xSELLerator 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
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Inbound Calling
xSELLerator Hosted Call Center’s powerful inbound tools, such as ACD and IVR 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 xSELLerator Hosted Call Center IVR feature, you can create and edit call flows designed specifically for your organization.
- Serves as an auto attendant
- Allows routine inquiries and marketing information to be communicated quickly and effectively
- Provides reports on categories of calls received
- Delivers better cost-management
ACD: Automatic Call Distribution
- Skills-based routing
- Dynamic call routing
- Priority based routing
- Agent Hunt Group
- Integrated Self Service Application Builder (IVR software)
- Virtual call queue
- Service level alerts
- Recorded messages
- Comprehensive inbound call reporting
- Automated information retrieval and update
- Virtual Extensions with Agent Voice Mail
- Automated call attendant
- Touch tone control
- Play messages
- Greetings and announcements
- Advertising
- Text to speech software
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Call Blending
The Call Blending utility within xSELLerator Hosted 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
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Outbound IVR:
With xSELLerator Hosted Call Center avoid abandoned calls by beginning with a recording or an IVR which allows the customer to choose to be routed to a remote agent.
Skills-Based Routing
xSELLerator Hosted Call Center provides skills-based routing. By identifying remote agents' skill sets - such as foreign language skills, you can prioritize which calls go to which agents, assuring that the caller is speaking with the appropriate person.
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Transferring Capabilities:
With xSELLerator 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.
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Monitoring / Coaching / Barging:
With xSELLerator Hosted 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.
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Business-2-Business Module:
Utilizing this unique and powerful xSELLerator Hosted Call Center tool companies 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.
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Real Time Reporting
xSELLerator 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 call center needs.
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Real-time Displays
xSELLerator 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.
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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.
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Security
xSELLerator 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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