Introduction to:

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Current Call Center Setup

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- 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

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- 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

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- Outbound Vs Inbound.

- Blended call centers.

- International Vs Domestic.

Features Outbound

- Predictive dialing.

- Preview/Progressive dialing.

Comparison between Manual dialing & Predictive dialing.

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- 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

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ROI Comparison between Manual dialing & Predictive dialing.

*Revenue Per Month Caclulation done Based on 30 Agent Dialer

Features Inbound

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- Automatic call distribution (ACD).

- Skill based routing.

- Call queuing.

- IVRS (Interactive Voice Response System)

- VMS (Voice Mail Service)

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*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 Routing

1

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

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*astTECS Call Center Dialer Architecture

Picture 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

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- 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.

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Customer Details Capture

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Agent Screen with disposition.

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Call Back Calender

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Call Back Details For Agent

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Admin Real Time Monitor

General Features

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- 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.

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- 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

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- Voice recording & Playback software.

- Useful for training, quality and legal purposes.

- Record in multiple formats – WAVE, GSM & MP3.

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Product Bundles- Call Center Dialer.

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*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.

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*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:

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- Rental - Both Hardware and Software

- Hosted – for International call centers.

- Buyout – Both Hardware and Software.

Technical Support.

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- *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.

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Thank You