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1 iCaller A Call Center Solutions. Why a Call Center Solution is required ?

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Presentation on theme: "1 iCaller A Call Center Solutions. Why a Call Center Solution is required ?"— Presentation transcript:

1 1 iCaller A Call Center Solutions

2 Why a Call Center Solution is required ?

3 Problem Customer support cannot manage leads efficiently and do follow-up on time. Tele callers productivity is not increasing as they cannot make more calls manually. Customer interaction & agent performance reporting is lacking Solution iCaller

4 1. Customer support cannot manage leads efficiently and do follow-up on time. 2. Tele callers productivity is not increasing as they cannot make more calls manually. 3. Customer interaction & agent performance reporting is lacking Problem & Solution iCaller

5 iCaller is a complete inbound/outbound Call Center and Dialer Solution with CRM, Reporting, Voice Recording features. What is iCaller?

6 iCaller : how it works ? Clients iCaller Server OUtgoing: Agent Manually or Server automatically dials a list of numbers Agents with CRM Only connected calls are transferred to agents IVR is played and Incoming call is transferred to agent. Incoming & Outgoing call are recorded.

7 iCaller : CRM Features Lead Management Auto Call Back Agent Auto Pop Up Supervisor Screen Report Designer Graphs Users, Groups, Rights SMS

8 iCaller : Call Handling Features IVR Call Recording Dialer Call Transfer Call BargingConference Pacing Voice Mail/OBD Call Logs DialersPredictive, Progressive, Preview

9 Effective in large call centers (10+) and transfer only connected calls to agents Usage: In campaigns that are fairly straight forward with a smaller sales pitch. Predictive - Auto-dial a list of numbers So that an agent does not have to manually dial the numbers. Usage: In campaigns of current customers for renew or up-sell a product or service. Progressive - Auto-dial numbers one after the other Agent gets the time to view the customer detail and then dial by click of Call Button Usage: Where customer case is complex and need to know history – for example collection of late debt Preview - Auto Dial a number on Agent’s Click iCaller : Dialer Types Dialer is an application used to automate the process of outgoing dialing.

10 iCaller : How to select dialer? Dialing mode ProsConsUse in Preview Improved results because agents know all the available information about customers and history of the customer with the contact center. Automatic distribution of contacts. Toll on performance Campaigns that require agents to prepare the conversation before talking to customers, such as debt-collection campaigns. Progressive- Power Good performance An agent is always available to talk to a customer. More contacts per agent. Agents have some idle time between contacts. In all types of campaigns from customer care follow-up calls to telemarketing. Predictive Excellent performance. The highest number of contacts per agent. Shorter agent idle times. Must observe compliance with legislation. *Optimum results require a higher number of agents. Campaigns where performance is critical, such as first debt-collection attempts or telemarketing. Campaigns that have short calls. Campaigns that have small variations in talk time. Campaigns with short and simple scripts, such as short surveys.

11 Data & Control at your premise Less people doing more work = reduced cost and more profits Better Sales & Customer Support iCaller : Benefits

12 Low risk and better service as you pay us on monthly basis Brand: A know brand from more than 10+ years Complete solution provider Solution = PRI + Call Center Solution + Service Why from

13 10 Seats = Rs Seats = Rs Seats = Rs Seats = Rs Seats = Rs Monthly Service Plan Rs. 10,000 One Time Charges As per selected plan or A special plan Rs is being offered PRI Rental PRI Card will be provided by Connect on an upfront payment basis ( Rs. 30,000 ) Server ( Recommended by Connect ), Agent Machines & Networking will be provided by client Hardware iCaller : Commercial Involved

14 Thank you 14


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