Call Centre

Call Centre Key System Features: Security, System Management, Data Storage, Audit Management, Management Console, Lead and Contact Management, Campaign Management, Agent Module, Call Management & Reporting.

Security

• Secure database encryption – utilizes dual-key RSA Cryptosystem and the RC2, RC4, and AES algorithms for symmetrical encryption, protecting the call centre data from malicious attacks.
• Multi-level access control – agent, supervisor, quality assurance and manager.

System Management

• Standard programmatic system maintenance process to ensure database uptime, targeted at 99% real time availability.
• Self-management utilities to ensure database efficiency to ensure the call centre remains productive.
• Full distribution module allowing for multi features, including multiple branch access, email functionality and one point of administration for large organizations.
• Automatic archiving processes.

Data Storage

• Online real time database accessibility.
• Call management reports stored for past retrieval utilizing an online database storage mechanism.

Audit Management

• All internal processes fully auditable.
• All contact information audit tracked.
• All campaign processes audit tracked.

Management Console

• Simplified management console for call centre managers allowing easy and simple system navigation for the call centre manager.

Lead and Contact Management

• Generic external lead import management.
• Lead duplication, de-duping and live comparison management for effective cost reduction.
• Lead filtering based on user defined criteria such as living standards measures, primary and secondary index keys.

Campaign Management

• Multiple campaign management through a single system.
• Verification processes for first level confirmation.
• Quality assurance procedures allowing calls to be returned to the agent, rejected or confirmed for final processing.
• Single point campaign configuration.
• Campaign re-allocation.
• Multiple online campaign reports.

Agent Module

• Unique agent identification and creation for the call centre manager.
• Simple agent process from call to sale, simplifying the agent training requirements.
• Single screen agent navigation, ensuring that the agent can operate quickly with the system.
• Limited access to ensure that the agent does not have access to confidential information, limiting the possibility of data removal from the site and effective fraud management.
• Individual contact re-allocation or batch re-allocation from one agent to a single or multiple agents, allowing work to be balanced ensuring that where agents are unavailable their work can be actioned.
• Call follow-up process – agent diary.

Call Management

• Full integration to Asterisk.
• Soft dialing capabilities, ensuring compliance procedures in terms of statutory requirements and providing more security for the call centre.
• Call costs calculation capabilities.
• Longest call duration identification for easy quality management assisting the call centre manager in identifying potential training needs and identifying agents who may struggle with sales techniques and campaign sales script.
• Call whisper feature management allowing the call centre manager to listen to agents calls in a real-time mode.
• Full call recording utilities storing all call recordings in a GSM improving storage capabilities and reducing call centre costs.
• Easy retrieval to all call recordings to help the quality assurance process and accelerate potential client queries if they arise.

Reporting

• Includes reports related to call centre productivity across all aspects, including calls dialed, sales, in progress and calls.

Other

• Custom database utilities.
• Human resource management component - includes leave, appointment, dismissal and staff management functionality.