South Africa Call Centre Software - TouchStar for telemarketing

By: Touchstar  11-11-2011
Keywords: Call Centre, Telemarketing, Call Monitoring

TouchStar for Telemarketing
TouchStar for Telemarketing is a call centre solution complete with predictive dialler that has functionality created specifically for the requirements of the telemarketing and telesales industries. A telephone marketing call is a complex interaction between the agent and client with no visual signs or gestures to read – only a voice to obtain trust and develop a relationship. To reduce this complexity, TouchStar have developed the technology that will ensure your agents will deliver yours or your client’s message in the way you would want it to be delivered and in the process increase sales or conversions.
TouchStar for Telemarketing is built around a market leading predictive dialling solution and encompasses an optional AMD (Answer Machine Detection) module. The TouchStar system also screens out no answers, busies and bad numbers to ensure your data and agents’ time is maximised. TouchStar for Telemarketing provides outbound, inbound and blended capability and is the ideal solution for both in-house and outsourced call centres.
Specific benefits and features include:
Unlimited Number of Campaigns
Your telemarketing operation may be handling numerous campaigns, perhaps on behalf of various clients. With the TouchStar system, you can deliver an unlimited number of campaigns and data sets and each can use a different dialling type. For example, you could run ‘predictive’ campaigns in which large amounts of consumers need to be called at the same time as ‘power dialling’ campaigns for B2B clients of which each record is potentially of very high value.
Each of your campaigns can be very easily customised. Known as ‘multi-tendency’, every one of your campaigns can have its own script, outgoing CLI, hold music and greeting for inbound calls. On the rare occasion that a call may be dropped, a different message for each campaign can be played thus ensuring full compliance with Ofcom regulations.
Remote Call Monitoring
You do not have to be physically sat in your call centre to monitor whether your agents are delivering the correct message – you can monitor agents anywhere with a PC and internet connection! Not only can you listen to calls, your clients can too which ensures brand guidelines are being adhered to. Naturally, clients only have access to their own campaigns.
Logical Branching & Intelligent Scripting
The TouchStar system’s intelligent scripting capability allows it to detect which product is most suitable for a potential customer and even suggests a product for the advisor to promote. This increases the capability of up-selling or cross-selling yours or your client’s products or services.
Skills Based Routing
Skills based routing ensures that your inbound calls are routed to the appropriate agent with the knowledge to ensure the call is successfully administered. Should the agent(s) be unavailable to take the call, it would be automatically transferred to the most suitable agent based on your criteria. In addition to this, the TouchStar system can route calls based upon caller identification, dialled number, time of day, and custom defined parameters established in an IVR (Interactive Voice Response) program.
Call Recording
The TouchStar system provides digital call recording for all selected agents and campaigns. You can use multiple search criteria which ensure you retrieve your calls in the minimum time possible. Search criteria can be based on time, date, call outcome, agent, campaign and many more.

Keywords: Call Centre, Call Monitoring, Predictive Dialler, Telemarketing, Telemarketing And Telesales

Other products and services from Touchstar


South Africa Call Centre Software - TouchStar connect predictive dialler

If you are in business to make outbound calls, predictive diallers make sense, since over 70% of time spent making manual outbound call centre calls is wasted. In addition we provide free of charge training and expert account management that will fine tune both your call centre technology and business processes. TouchStar Connect includes ACD and IVR with Skills Based Routing which ensures your calls are handled by the most qualified agent.


South Africa Call Centre Software - TouchStar for debt collections

In order to contact clients who are notoriously difficult to get through to the TouchStar predictive dialler will dial automatically from your database using multiple number dialling plans that will also screen out answering machines, busy signals, disconnected numbers and no answers.


South Africa Call Centre Software - TouchStar for mobile phone sales

Selling mobile phones is an extremely competitive business but the TouchStar solution ensures that your business maximises each and every contact and your agents time – with robust reporting, recording and monitoring features which are a pre-requisite in obtaining contracts from many networks.


South Africa Call Centre Software - TouchStar for insurance

If your business is to sell insurance policies and warranties, the TouchStar for Insurance solution based around a state of the art predictive dialler will eliminate answer machines, busy tones and no answers putting only live call through to your sales agents and their time is maximised.


TouchStar Call Centre Software Products Are SIP-Enabled

SIP allows contact centres to increase levels of customer satisfaction through multi-channel contact including voice, audio, text, data or video and allows for greater flexibility, scalability and integration along with cost efficiencies. The advanced design capabilities of the NMS boards introduce a range of features such as Speech Recognition & Text to speech using MRCP standards, Voice XML to enhance IVR capabilities and 3G video.


TouchStar Connect Predictive Dialler Various Modes of Dialling

The TouchStar Connect Predictive Dialler improves agent productivity by increasing the number of calls placed on behalf of the agents, by filtering out the dead numbers, answer machines and busy tones, the agents will receive only live calls. This is now used extensively by collections companies and local government agencies to automatically remind people of payments or pending / outstanding fines.