Call Center Solution - *astTECS

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    18-Jan-2017
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Transcript of Call Center Solution - *astTECS

  • Introduction to:

    www.*astTECS.com

  • Current Call Center Setup

    www.*astTECS.com

    - Calls are made and received manually through standard office telephones.- No filtration of disconnected, not reachable, no answer numbers which leads to waste of time & productivity.- Customer details are captured manually on individual excel sheets by each agents.

    - No proper follow ups and call backs. Opportunities lost. - No supervisor tools for monitoring and reporting. Manual reporting leads to unnoticed errors.

    - No Voice Recording for quality training and conflict resolution.- No mechanism to track agent activity and call record.

    - No scrubbing of DNC numbers. Can lead to legal issues and penalties.

  • Call Center powered by *astTECS

    www.*astTECS.com

    - Traditional telephones are replaced by a robust call center technology. - Automatic/predictive dialing ensures complete utilization of the shift and increased productivity. - Data capture and history maintained of customer calls.- Coding of each call to provide accurate MIS data.- Record all incoming and outgoing calls received/made for quality.- Monitor the volume of serviced / missed calls and planning of staff accordingly. - Call back any unanswered / missed calls to increase customer satisfaction levels and never miss an opportunity.- Skill based routing of calls to provide a personalized touch to customers speaking different languages.

  • Types of Call Centers

    www.*astTECS.com

    - Outbound Vs Inbound.

    - Blended call centers.- International Vs Domestic.

    Features Outbound

    - Predictive dialing.

    - Preview/Progressive dialing.

  • Comparison between Manual dialing & Predictive dialing.

    www.*astTECS.com

    - Complete utilization of the shift.- Increased efficiency & improved productivity.- Time saving & cost efficient.

    - ROI in less than one month.

  • Manual Dialing

    Maximum Dialing per day is 150 Number per agent

    50% of connectivity ( 75 Numbers)

    Sale conversion 5% is 4 sales

    1 Sale profit is 1000/-

    So everday sale is 4x1000=4000

    30 agents will get the revenue per day, 1,20,000/-

    Predictive Dialing

    Maximum Dialing per day is 400 Number per agent

    50% of connectivity ( 200 Numbers)

    Sale conversion 5% is 10 sales

    1 Sale profit is 1000/-

    So everday sale is 10x1000=10,000

    30 agents will get the revenue per day, 3,00,000/-

    Revenue Per month

    Per month Revenue 25,20,000/-

    Revenue Per month

    Per month Revenue 63,00,000/-

    Revenue Incresed 300% in month

    www.*astTECS.com

    ROI Comparison between Manual dialing & Predictive dialing.

    *Revenue Per Month Caclulation done Based on 30 Agent Dialer

  • Features Inbound

    www.*astTECS.com

    - Automatic call distribution (ACD).

    - Skill based routing.

    - Call queuing.

    - IVRS (Interactive Voice Response System)

    - VMS (Voice Mail Service)

  • www.*astTECS.com

    *astTECS Dialer

    Sales

    TechnicalCustomer Calls 1800

    IVR Played, Press 1 for Sales,

    Press 2 for Tech

    Press 3 for Acc

    - IVR Based Routing

    - Skill Based Routing

    - Longest Idle Agent Based Routing1

    2

    3 Accounts

    IVR Flow

  • Connect To LAN switch

    From LAN To all AgentsAgent 1 Agent 2 Agent 3 Agent 4 Agent 5

    *astTECS Dialer

    PRI Line 080 42424242

    Toll free Number 18001001234

    www.*astTECS.com

    *astTECS Call Center Dialer ArchitecturePicture 1

  • LAN

    GSM Gateway

    IP Phones IP Phones IP Phones IP Phones IP Phones

    PC / Laptop

    PC / Laptop

    PC / Laptop

    PC / Laptop

    PC / Laptop

    *astTECS Dialer

    *astTECS GSM Based Call Center Dialer Architecture

    Picture 2

    www.*astTECS.com

  • www.*astTECS.com

    - Toll free Number will be integrated to PRI Line, ( you can see the connectivity in Architecture )

    - PRI Line will be provided By Any network operator like, AIRTEL, TATA, RELIANCE etc..

    - PRI line will have 30 Channels (digital) ( Simultaneous Calls at one time) which Means you can make a call at a time 30 vise versa you can receive the call.

    - PRI line will be directly connected to *astTECS Call center dialer via PRI Card,

    - From dialer it will pass the call through LAN and all the LAN will be connected to agent PC( Computer). - Agent should have Head Phone connected to PC, so that they can receive the call directly,

    GSM based call center dialer will always help where you don't have a PRI Or Landline Connectivity

    - *astTECS GSM Gateway will be connected to *astTECS Call Center Dialer as trunk ( you can see the connectivity in Architecture )

    - GSM SIMCard will be provided By Any network operator like, AIRTEL, TATA, RELIANCE etc..

    - From dialer it will pass the call through LAN and all the LAN will be connected to agent PC( Computer) or IP-Phone. Agent should have Head Phone connected to PC, so that they can receive the call directly

    Connectivity.

    Picture 2

    Picture 1

  • Agent Screen.

    www.*astTECS.com

  • Customer Details Capture

    www.*astTECS.com

  • Agent Screen with disposition.

    www.*astTECS.com

  • Call Back Calender

    www.*astTECS.com

  • Call Back Details For Agent

    www.*astTECS.com

  • www.*astTECS.com

    Admin Real Time Monitor

  • General Features

    www.*astTECS.com

    - Schedule Call Backs.- Call Transfer & Conferencing . - Script assistance. - Web form.

    - Blended call handling.- Run multiple campaigns simultaneously.- Voice Recording & Play back.

    - DNC scrubbing.- Real time monitoring.

    - Call Barge in & listening.

    - Recycling of leads

    - CRM integration

    - Customer info capturing- Multiple DID configuration.- Call Queuing and parking. - Supports multiple dialing modes.

  • Reporting Features.

    www.*astTECS.com

    - Agent performance report. - Abandoned call status. - ATT Average talk time.- AHT Average Handling Time.- Agent login logout report.

    - ACW - After call work.

    - Trunk utilization statistics.

    - Call Disposition Report.- Pause code break up.- Inbound service level report.

    - Inbound IVR report.- Server performance report.- Dropped calls report.- Campaign wise report. - Info on hourly load.

  • Voice Logger

    www.*astTECS.com

    - Voice recording & Playback software.- Useful for training, quality and legal purposes.- Record in multiple formats WAVE, GSM & MP3.

  • www.*astTECS.com

  • Product Bundles- Call Center Dialer.

    www.*astTECS.com

    *ast c5 Starter product for 5 agents and 5 simultaneous calls.

    *ast c10 Up to 10 agents, 10 simultaneous calls .*ast c30 Up to 30 agents, 30 simultaneous calls.*ast c60 Up to 60 agents, 60 simultaneous calls.*ast c100 Up to 100 agents, 100 simultaneous calls.

    *ast PFI Series Customized solution for Power redundancy, hardware and software fail over and Interface redundancy.

    *astTECS Call center Dialer

  • Product Bundles- GSM Dialer.

    www.*astTECS.com

    *ast cm4 Port GSM Dialer Starter product for 04 agents and 04 simultaneous calls.

    *ast cm8 Port GSM Dialer Up to 08 agents and 08 simultaneous calls.

    *ast cm16 Port GSM Dialer Up to 16 agents and 16 simultaneous calls.

    *ast cm32 Port GSM Dialer Up to 32 agents and 32 simultaneous calls.

    *astTECS Call center Dialer

    GSM Gateway+

    *ast PFI Series Customized solution for Power redundancy, hardware and software fail over and Interface redundancy.

  • Business Models:

    www.*astTECS.com

    - Rental - Both Hardware and Software

    - Hosted for International call centers.

    - Buyout Both Hardware and Software.

  • Technical Support.

    www.*astTECS.com

    - *astTECS team constantly strives to give business value and ROI to its customers .

    - Work closely with our partners to deliver quality and efficient support.

    - Flexible and cost effective support packages.

    - 99% remotely supportable hence maximum uptime .- Quick response and resolution time.

    - 24/7 Technical support team.

  • www.*astTECS.com

    Thank You

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