Administration

TelStar Hosted powered by Vocalcom Administration

TelStar Hosted offers real-time, centralized administration, accessible over the web, to successfully manage your campaigns, human resources, and other call center operations remotely. Regardless of your location, you can securely administer your contact center and perform all necessary changes in real time: modify your overflow solutions, make changes to an IVR, adjust your predictive campaign settings, manage your human resources or change your files. Each user has assigned access rights with permission levels to specific modules, allowing you to control your operations and avoid unnecessary errors.

Agent

Each agent has his or her own personalized environment. The agent interface can be defined and adjusted based on your particular needs, with scripting, toolbar, queue status, and other personalized statistics. Skill based routing allows for active matching between agent and customer to improve quality of service (inbound) and sales efficiency (outbound). Agents can exit any one channel when desired, and access their productivity statistics at any time.

Agent Functionality

Agent Profile determined by access code
Full Media Blending Agent Console
Automatic Agent pop-up notification
Soft phone capabilities using Hermes Telephony Toolbar
Automatic call routing
On hold capabilities
Automatic call recording
Voice and Data Call transfers
On demand help notification to Supervisor
Real time queue monitoring
Call Back management / per call basis

Scripter

The web reporting module offers all the required reports and statistics to review and benchmark your operations, including: reports based on time period, traffic, production results, campaign call qualification details, agent reports (agent ratios, work time, break time, call handling reports, and distribution reports). Reports can be generated automatically and sent out in scheduled emails. Supervisors can develop personalized, custom reports using Excel, PDF, Word, and more. Reports synchronize with CRMs and Human Resource databases.

Measuring Contact Quality and Recordings

With TelStar Hosted, you can statistically follow and view the quality of your contacts, your sales and your appointments based on talk time. TelStar Hosted provides a real time calculation based on the history of every campaign and average talk time in disposition with the status of the call. If your contact rate doesn’t match your criteria, you will be alerted by the system. You can then listen to your calls and make the appropriate changes for an optimal talk time. You can also record your calls based on your specific needs: by campaign, by final disposition or record part of the call, the agent, the client or both. These can easily be accessed and reviewed using a built in listening tool.

Call Recording: TelStar Hosted allows you to record all the calls that come in and out of your call center, and integrates with the Nice recording solution, permitting evaluation and scoring functionality for your supervisors and agents. You can record all calls, or certain calls based on call result codes. Thirty days of recording storage is included.

We are call center experts, and can advise you on which call center software and services you need. Focus on your core business — leave the IT to us!

Call us today: 877.483.5782