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Call Centre Technology
TouchStar Connect: Call Centre Solution with Predictive Dialler
TouchStar Connect is a feature rich call centre solution that has been proven to improve efficiency, accountability, productivity and profitability in any contact centre operation.
Triple Agent Talk Time
On average, outbound agents dialling manually spend 16 minutes in every hour engaging in productive contact. However, the TouchStar Connect predictive dialler ensures answer machines, no answers, dead numbers and busy numbers are screened out which means agents are only connected to live contacts. From this, the 16 minutes of productive agent time triples to an average of 47 minutes in every hour - and all at a cost of less than £1 per agent, per hour.
Improve Customer Service
TouchStar Connect provides you with the ability to blend inbound calls with outbound through sophisticated ACD and IVR. Levels of customer service are massively improved with skills based routing which ensures your inbound calls are handled by the most appropriate agent. TouchStar Connect has integrated text-to-speech which enables customers to obtain the balance of their account and make credit card payments.
A Complete Call Centre Solution
TouchStar Connect provides a range of features for both outbound and inbound functionality which streamline the operation of any call centre.
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Call Recording & Playback- TouchStar Connect has an integrated digital recording facility which provides easy retrieval and playback. |
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Remote Agent Monitoring- listen to and 'whisper coach' agents either from the same office, a remote location with an internet connection or a mobile phone. |
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Reporting & MI - TouchStar Connect provides real-time and historical management information with a range of standard and bespoke reports to give you the tools to manage a call centre effectively. |
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Intelligent Scripting with TouchStar's logical branching, call centres can be assured that correct and timely messages are conveyed. |
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VoIP Functionality-TouchStar Connect is VoIP enabled allowing call centres to achieve the benefits of multi-channel contact. ISDN is also supported. |
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CRM Integration- TouchStar Connect integrates with most CRM packages which allows for a streamlined front and back office operation, avoiding any duplication. |
Call Centre Support and Services
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24x7x365 Support- with around the clock support, Andalucía customers can have piece of mind that any issues or queries will be promptly actioned. |
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Free of Charge Training- Andalucía offers free of charge training for call centre managers that shows customers how to make the most out of the investment. |
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Expert Account Management- every Andalucía customer has an appointed non-sales focused Account Manager that acts as a consultant on a range of call centre operational procedures. |
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Network Service Provision - specific tariffs are essential for users of predictive dialler technology. Andalucía can select the most suitable carriers for call centre traffic. |
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