The service provider's challenge was a typical issue that most telemarketing companies face. Servion came up with a solution - Medius (an automated, progressive dialer that enhances customer interaction) - that would solve all the challenges and provide the organization with value additions.
Automatic Dialing
Medius provided an Automatic Outbound Dialing capability for the customer. The service provider's agents no longer had to undertake manual dialing. The solution was capable of dialing out pre-defined numbers. The system dials the call and identifies a positive voice at the other end. On identifying a positive voice , the call is transferred to an idle agent assigned to the specific campaign. This ruled out time wasted on non-productive calls that landed on answering machines or SIT tones.
Campaign Manager
The Campaign Manager tool provides the necessary user interface to manage campaigns and administer agents. Some of the key functionalities of using Campaign Manager are - creating/ editing/ deleting users, associating/ dissociating campaigns with users, creating/ editing/ deleting campaigns, associate dial-plans with a campaign, associate logout reason, aux reason codes for a campaign, associate call outcomes, and associate time zone.
Supervisor Module/ Reports
The Supervisor Module of Medius provides access to monitor and manage agents - both online and offline. The supervisor is empowered to view historical data pertaining to the agent's activities and performance. Some of the generally used reports include - Campaign Summary Report (campaign start date, end date, number of agents assigned for that campaign, number of agents currently logged in, campaign status (active/ inactive)), Campaign Individual Report (call volume overview, campaign specific agent information), Agent Summary Report (Login date and time, currently logged in campaign, total number of calls attended, current state, and average talk time), Performance Overview Report (aux time, call time, after call work time, and idle time), Agent Status Report (logged in campaign, current agent status, current call status, current agent call status, total number of calls handled, average talk time, last dialed number, and number of follow up calls).
Rapid Deployment Tool
Medius comes with a tool called Desktop Toolkit that is used to build the client application and remotely deploy the same. Each business solution is defined as an application. An application in the Desktop Toolkit contains a set of forms and scripts that drive the forms. The service provider's IT administrators use it for defining business rules. The Desktop Toolkit comes with some of the following features - user interface where user will be able to drag and drop controls on to the forms, scripting area, VB Script compatible syntaxes, and third part ActiveX controls.
Enhanced Agent Productivity
On deploying Servion's Outbound Dialing solution, the service provider's agent productivity enhanced many folds. The agent did not have to waste time in dialing and reaching answering machines, busy tones, or SIT tones. The dialer using the Positive Voice Detection technique passed only true contacts to the agents. As a result, agent time was spent productively.
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