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| Feature | Attribute | Benefit | ||
| Has | Does | Means | ||
 CTI |
Computer & telephone system can exchange information between each other |
Maximises productivity of business hardware and software | ||
| Call Centre Working |
Manages the flow of inbound communications to designated users/agents |
As activity increases for outbound contact, inbound contact must be managed to provide the highest level of customer service. Keeping customers costs less than acquiring new ones. |
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| Screen Popping |
Database pops up with a screen box showing the number and corresponding record of the caller. | Enhances greeting and interaction of customers with staff. | ||
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Minimises time spent gathering information from the customer |
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| TAPI Integration |
Dial a telephone number via the database from PC Screen |
Increases the number of calls made by sales staff per day. |
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Retain customer information when transferring a call. |
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Avoid the need to request or repeat caller information when caller is transferred from another department. |
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| Missed Call List | Unanswered calls are logged on the corresponding user’s PC and/or handset |
Enhances customer service by enabling staff to respond to a missed call |
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| Received Call List | Received calls are logged on the corresponding user's PC and/or handset |
Enhances customer service by enabling all staff to be made aware of customer activity |
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| Lost Call List | Unanswered calls are presented to a supervisor/manager for allocation to staff |
Enhances customer service by ensuring that no customers/prospects are lost |
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| Recorded Calls | Recording of all interactions with customers and prospects |
Assists with dispute resolution, thereby saving the company money. |
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Focuses staff training and enhances job satisfaction |
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Enhances customer satisfaction by improved service. |
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Improves sales techniques and thereby increases sales turnover. |
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| Staff Evaluation Software |
Measures and charts accuracy and progress of telephone interaction between staff and callers |
Enables the company to coach and adjust what staff members say to customers to enhance the customer experience. |
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On-going training and evaluation shows staff that they are valued and are encouraged to excel. |
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| CRM Software |
Keeps all sales and customer services records in a structured format for all staff to see. |
Instant awareness of customer information enhancing the customer’s experience of contacting you. |
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| All staff are informed of developments with every customer. |
Communication is the key to successful customer relationships |
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| Quick and easy access to customer records. |
Staff have access to up-to- date records empowering their workflow. |
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| Filter records for targeted marketing. |
Increased productivity and focus on profit centres for maximum effect. |
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| Voice over IP |
Using broadband connections for voice calls rather than via the |
Reduces cost of calls between sites | ||
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Staff working "in the field" can be part of the centralised switchboard, reducing call costs and providing enhanced customer service |
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| Use existing data infrastructure for voice |
Minimises the costs of installation as voice and data use a single |
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Calls are dialled from a database using TAPI (as above) |
Valuable time is saved by no misdialled calls | |||
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Singular Dialling |
Click to dial one record from Outlook or a CRM package. |
Productivity is increased by 50% over manually dialled calls. |
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Progressive Dialling |
Imports a selected quantity of numbers and presents them to an operator, allowing the operator to decide when to dial the contact. |
Productivity is increased by 100% over manually dialled calls. | ||
| Predictive Dialling |
A program imports a selected quantity of numbers, dials them and presents live calls to an operator. |
Productivity is increased by 200% over manually dialled calls. | ||
| Call Management Software |
Monitors and logs every call made on a telephone system in order to produce reports on inbound and outbound information. |
Identify |
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| Intelligent Call Routing |
Calls are routed through to the member of staff best equipped to handle the call, whether by skill or territory management |
Customers reach the right person first time, improving service and minimising the time spent on hold or repeating information |
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| Web Assist |
Web browser is invited to accept help in visiting a website. An assistant can help guide the browser to the most relevant pages. |
Encourages interaction with new customers and ensures that they see what they need to see. | ||
| Web Chat |
Web browser is invited to ask a question on-line via a pop up window. |
Provides immediate interaction to questions posed by potential customers. |
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| Web Call Back |
The browser is given an option for the supplier to call back immediately or at a convenient time. |
The easiest form of capturing data from prospective customers | ||
| Email Queuing |
Enquiries are routed into the business and given an equal priority to telephone calls, therefore an agent can deal with an email without interruption from the telephone. |
As more time is spent on-line, equal priority is given to emails thereby demonstrating commitment and efficiency to the potential or existing customer |
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| SMS Management |
Send SMS from a PC. Capture mobile numbers via marketing and transmit via a GSM Modem or email to SMS provider. | Keep in contact with customer with a guaranteed viewing rate compared to post or email. Link to error messages on a computer system to inform engineers. | ||
Features Attributes and Benefits
