Outbound dialing features
The Interaction Dialer product has accurate and complete call
analysis, time sensitive dialing, and manual or automated call
rescheduling in addition to predictive, power and preview dialing
modes.
Extensive supervisory tools
Bellcom have also implemented the Interaction Supervisor plug in
from Interactive Intelligence for specific monitoring views in one
real-time interface, including workflow, campaign, agent and system
views that provide tabular or graphical presentation and data range
alerts. This also enables supervisors listen in on and record agent
calls on demand.
Call activity reports
Bellcom utilise pre-built reports and can easily create
customised reports to ensure the call center is compliant with
regulations. Agent utilisation reports are graphical, allowing
supervisors to quickly identify agents performing outside of their
target range.
Interaction Client
All Call centre team leaders have Interaction Client on the
desktop from here real time stats are available of all active
campaigns. Team Leaders can easily monitor agent activity and sales
performance.
"Greater real-time
visibility has lead to increased performance"
We offer our clients a fully integrated technology solution,
with Dialer technology from Interactive
Intelligence, backed up with the latest Cisco
hardware routers and firewalls.
Bellcom can also provide SIP server solutions with Cisco IP
phones or USB headset, this solution allows for rapid deployment
whatever the location, making it an ideal solution for Home Working
agents.
The digital recording functionality enables Team leaders and the
Quality Control team quick and easy access to the way files that
are generated. The call recordings can then be emailed on request.
This functionality has also helped with the training, coaching and
mentoring of the agents.
"Utilising Interaction
Dialer has enabled Bellcom to improve
agent utilisation while still focusing on service level
goals."
At Bellcom we not only invest in our technology, we also back
this up with ongoing training and development for all members of
our support team.