Outbound

TelStar Hosted powered by Vocalcom Outbound Call Handling

Campaign Management

With TelStar Hosted, you can create scripts, import call files and activate outbound campaigns. The system automatically manages the dialing patterns of the call lists that you load in each of your campaigns using the user friendly graphical interface import tool. The call list is verified and scrubbed for incorrect or duplicate numbers. The system will execute the dialing, leaving your Agents to focus on their productivity.

Each campaign is independent, allowing you to define individual criteria for each call list, such as number of rings, number of call attempts, service hours, call scheduling, time zone management and more. Call back rules can be set on an individual campaign basis, as absent, busy, answering machines and abandoned calls, by contact type. Calls will be redialed based on each campaign’s criteria. Agents can also set a date and time for either a personal call back or a call back that is assigned to the group. Campaign level voice mail messages and warm transfers are included. Campaign changes can be made in real time.

Call Management

TelStar Hosted offers several call management tools, such as time zone management, answering machine and mobile voice mail detection, do not call (DNC) list management, the ability to leave a predefined message on answering machines, call recording based on campaign or the outcome of the call, and real time call list recycling. For each campaign you have the ability to define criteria to manage and control your call scheduling, such as time zones, other filters, and client types to increase your contact rate. Agents can schedule calls using a dynamic calendar. TelStar Hosted will detect answering machines and mobile voice messaging systems, and can automatically leave messages when an answering machine is detected. Do Not Call lists can also be defined and managed. Search mode lets agents search for applicable information prior to placing a call to better manage client portfolios.

The call blending function also maximizes agent performance and productivity, allowing agents to receive inbound overflow calls or outbound calls when inbound call volumes are low.

For each campaign you have a choice of one of four dialing modes:

Preview mode: The agent previews the client information and places the call. This mode allows the agent to prepare prior to the call.
Progressive mode: Used for business to business campaigns, the software automatically dials calls one number at a time and sends the call to the agent as soon as the call is connected, filtering absent, busy and wrong numbers.
Predictive mode: TelStar Hosted will control the dialing using a calculated algorithm. The predictive dialing engine will only send productive calls to the agent, drastically increasing their hourly talk time and doubling productivity.
Broadcast mode: This mode allows you to automatically contact your clients or prospects by broadcasting a pre-recorded message or SMS, and can be used for promotional offers, prospecting, invitations or important information alerts. An interactive voice response (IVR) can be linked to this mode enabling you to pre-qualify your contact prior to sending the call to the agent.

Predictive Dialer Software

TelStar Hosted Services, Inc. offers a powerful, intelligent predictive dialing algorithm that uses precise mathematical calculations based on response time, average communication time and agent statistics to provide a contact ratio and maximum talk time that is superior to any other industry dialing system. Contrary to other industry predictive dialers, there is no minimum number of agents or leads required in your call list for this dialing mode to operate efficiently and produce results. The predictive dialing engine provides seamless integration to proprietary and third party Customer Relationship Management (CRM) applications and full media blending.

Outbound Functionalities

Automatic Outbound Dialing: predictive, progressive, preview and broadcast mode
Automatic detection of wrong, busy and disconnected numbers and answering
machines
Intelligent skill based routing and call distribution to up to 10 skill groups
Management of Maximum number of rings
Wrap up time configuration
Automatic call back at fixed time and dates
Operator management
Real time call file management

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