Solutions

Predictive Dialling

• CallScripter offers the perfect tailored solution to suit your business

CallScripter is a renowned specialist in the area of customer interaction management, with solutions including best of breed predictive diallers. We see no reason to limit your options when we can offer complete freedom of choice to our clients, via premise, rental and fully hosted licence models.

CallScripter can provide your business with:

• Predictive, progressive and preview dialling
• Blended inbound and outbound calls, with skills based routing (ACD IVR)
• 100% call recording, including pause and resume for collection of sensitive data
• Call monitoring
• OFCOM compliance
• Premise or hosted solutions

Predictive dialling is the process which allows the dialler to take account of all agent and telephony events, and launches multiple calls in order to reduce agent wait time. At the same time it also matches the target for abandoned calls set by the user.

There are many dialler vendors offering powerful solutions to making productive telephone calls. However here at CallScripter we set ourselves apart, as we ask the much-undervalued question: what happens when the ringing stops? We are dedicated to providing a complete solution to our clients, and this means considering what happens when our predictive diallers connect, and a customer answers the phone.

Efficient customer interaction and the experience your customers have are paramount to the success of predictive dialling. It is, after all, the reason that call centres exist.

Our automatic dialler is a hosted call centre solution, that can work as a VOIP solution, or in conjunction with legacy telecoms equipment. There is also the option to install the automated processing of ‘do not call’ requests.

Hosted vs. Premise

Whatever your business requires, CallScripter has the solution for you. We can offer premise based solutions, which are typically the requirement of large contact centres with strong IT resources to call upon. Or we can connect your business with a fully hosted contact centre solution, ideal for contact centres who may wish to run distributed sites, or even homeworking agents, all on a single platform.

Our hosted dialler platform has business continuity, line-capacity, and various levels of redundancy and storage capacity built in. Designed to take the stress out of setting up telemarketing facilities in-house, our solutions are fully-monitored, fault tolerant, and scalable to many times your initial requirements. When comparing ‘hosted’ fees, with the price of an on-site system, these factors have to be considered.

The CallScripter Difference

Whilst vendors debate amongst themselves as to which performs best, the agents in the call centre are the ones who have to handle these interactions with the lifeblood of every business – the customer. From our years of working with and alongside call centre managers we have deduced their primary concerns, and set about addressing them:

Calls should be handled in a consistent manner, with managers being able to accurately map business processes and rules into “scripts”. These agent prompts from CallScripter ensure that calls are handled in a clear, concise and consistent manner, but also allow for personalisation.

Reducing call durations is imperative to effective time-management within a contact centre. With CallScripter’s option of having holistic or historic information seamlessly integrated into your existing IT systems, customer information is ready when needed.

Reduced training times, and increased compliance, are all benefits of the CallScripter service. Taking into account the inevitable turnover within call centres, by having the script retain the knowledge, rather than the individual agent, time management of your staff, and recall, becomes much easier and simpler.

Reducing IT costs and application backlog is one of CallScripter’s main focuses. Our software allows for business users to build the scripts as well as manage the outbound campaign itself. After all, it is the users themselves who best understand these particular processes, and how they can be used most effectively.

Accurate reporting on all call centre activities is the key to any call centre growth strategy. One of the most crucial aspects is to select the customer interaction tool that will be most effective for your business, and will integrate with almost any of the diallers, at the right cost.

For further information, please contact our sales team who will be happy to provide a demonstration on sales@callscripter.com or call us on (0)800 077 6070.