Get more from your call center agents

Digisoft has been in the business of maximizing the productivity of call center representatives since 1983.

From our automated dialing platforms, powerful agent interface and task management automation to inbound screen pops and so much more, Digisoft’s call center solutions automate every aspect of the call transaction.

Lead Generation-Appointment Scheduling Example

There is a series of actions that must take place during the course of a call and when the call is completed. This is an example of a typical lead generation and appointment scheduling call transaction managed by Telescript:

Qualification

The agent has the prospective client on the line and asks a few qualifying questions. Based on the answers, the software based agent interface logically guides the agent to the next appropriate screen, perhaps with an offer.

Schedule Appointment

The prospect is interested and the agent attempts to schedule an appointment to meet and discuss the offer. The prospect agrees and the call continues to a screen that automatically lists the local representatives and their appointment schedules based on the zip code. The agent then asks when would be a good time to schedule the appointment and with a few mouse clicks the appointment is scheduled.

End the Call and Provide Automated Fulfillment

The agent informs the prospect to expect a letter with information on the offer, an email confirmation of the appointment and a reminder callback one day prior to the appointment. The agent thanks him for his time and ends the call, and thesystem prompts the agent to enter a few notes regarding the call before proceeding on to the next.

Automation of Scheduled Tasks to Complete the Cycle

When the call is completed, the system sends a customized email to the prospect with all of the appointment details and prints the offer letter for mailing. The system also faxes the appointment details to the sales representative and assigns the agent to the reminder callback that is automatically dialed at the specified time with the proper screen showing up for her.

Productivity Analysis

Through it all, the call center manager knows exactly what the activity of everyone in the call center is and what kinds of results they are achieving.

Review of Task Automation

When this call is successfully completed, all of these tasks have been completed during the course of the call with no outside intervention. These are just a few examples of processes that take place in call center operations. The more manual intervention that is required to accomplish the tasks, the more inefficient the operation is. The simple fact is that the more automation you can have in your call center, the more profitable you become, not to mention the simplification and time-savings that are involved.

If you'd like to learn how we can help you to maximize your call center productivity and efficiency, please take a few moments to let us know about your operations and your vision of your ideal call center.

For more information about Digisoft and the call center software, CRM solutions, and predictive dialers we provide, please call us at 866-338-0678, fill out our contact form, or email us at sales@touchstar.com.

Digisoft (a TouchStar Software company)
9 East 40th Street • New York, NY 10016
Phone: 866-338-0678 • Fax: 303-338-5236

Developing call center software, CRM solutions, telemarketing software and predictive dialers for more than a decade.

Call blending

Predictive blending