Maximize Productivity

xSellerator Hosted Call Center provides your managers and agents with tools to easily control all aspects of your call center. Blended outbound and inbound call handling ensures that your labor costs are minimized. Predictive dialing, automated messaging, automated call distribution, screen pop with contact information, and scripting help you maximize talk time and minimize service time.

Predictive Outbound Dialing  ^top^

With xSellerator Hosted Call Center you can setup outbound calling campaigns in Predictive or Auto Dialing modes and call on multiple lists simultaneously, ensuring maximum penetration of each campaign.

xSellerator Hosted Call Center‘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.

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 Benefits

• Dials unlimited packages/campaigns simultaneously.
• Individual pacing control per campaign.
• 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

Inbound Call Management  ^top^

Powerful inbound tools, such as ACD and IVR to enable you to easily configure the system to suit your call center needs. You can manage your inbound calls with our robust reporting capabilities and real-time displays.

Call blending  ^top^

Combine outbound and inbound calling to maximize productivity.

• Eliminates idle time for inbound agents.
• Makes staffing easier.
• Increases outbound traffic, when inbound call volume is low.
• Screen pop automatically displays caller information.

IVR: Interactive Voice Response  ^top^

The IVR feature has unlimited configurations for routing calls based on the Client, DNIS, and caller touch-tone responses. You can create and edit call flows designed specifically for your organization.

• Multiple Auto-Attendants
• Customer Self Service
• Payment Processing
• Customizable Greetings and Announcements

ACD: Automatic Call Distribution  ^top^

Our ACD feature allows you to group agents into unlimited ACD queues and create custom, time-based behaviors to efficiently handle inbound calls.

• Hunt Groups
• Transfer Queues
• Skills-based and Priority Routing
• Service Level Alerts
• Text-to-Speech

Conferencing / External Transfer  ^top^

Agents can easily conference a third party and remain on the line or drop from the conference and continue taking calls while the other two parties remain connected.

Monitoring / Coaching / Barging  ^top^

Ensure customer satisfaction and agent quality with our Monitoring, Coaching and Barging tools.

• Monitoring – Listen to agent’s call live.
• Coaching – Listen to agent’s call live and provide feedback or direction to the agent without the customer hearing.
• Barging – Listen to agent’s call live and then take over the call. You will be heard by the agent and customer.

Real Time Reporting  ^top^

xSellerator Hosted Call Center offers many reports allowing you to analyze all aspects of your organization. We provide several standard reports or you can create customized reports to fit your contact center needs.

• Agent Real-time Information
• Inbound Queue Real-time Information
• Track Sales, Closed, Verified, and Confirmed Performance
• Percentage of List Penetration
• Performance Package
• Call/DNIS Breakdown by Hour
• Details on Inbound, Outbound Calls and Web Initiated Contacts
• Schedule Performance
• History

Security  ^top^

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.

Scripting  ^top^

Scripting provides direction and responses, creating a team of agents able to properly respond to customers, increasing overall productivity. xSellerator Hosted Call Center includes a Microsoft® FrontPage Add-In giving you the ability to easily create scripts, forms and surveys. FrontPage is as easy to use as Microsoft® Word.

• Create HTML with no HTML knowledge
• Create data fields with no database knowledge
• Branched logic scripting
• Display scanned images
• Incorporate color and/or animation
• Advanced user options
• Controlled Internet access
• Integrate disparate systems

Scheduling Package  ^top^

• Ideal for appointment setters in all types of industries, i.e. time share resorts, home improvement, mortgage, estate planning, etc.
• Administer with a simple interface, allowing the manager to customize schedules by the number of appointments to be scheduled for a given time frame.

Integration Options  ^top^

Along with the additional options for xSellerator Hosted Call Center, we have integrated a few more features that will expand the flexibility and control in your contact center operations.

• Mortgage Integration
• Microsoft® Word Integration
• GoldMine® Contact Manager Integration
• Voice Monitoring Integration
• Other Applications, Ask About Yours

Digital Recorder  ^top^

Record all calls handled by your agents. Call Recordings are an important function of many contact centers and our Digital Recorder can be used for agent training and for compliance management.

Credit Card Verification (CCV)  ^top^

Receive instant credit card verification when callers input credit card account number using their touch tone phone.

Text-to-Speech  ^top^

Use our Text-to-Speech option to send high voice quality voice mail blasts and for Outbound / Inbound IVRs.

Text-to-Speech Practical Applications

• Provide caller with account information
• Payment reminders
• Shipping status
• Custom sales promotions
• Stored text messages