Virtual Call Center
Blended Inbound/Outbound
Combine TCN’s state-of-the-art Inbound technology with its renowned Predictive Dialer and IVM with Agent Gateway to create a truly blended call environment.
Operating in a blended environment allows call centers to utilize their most valuable resources–full time employees–more wisely. Clients need no longer designate particular call agents to handle inbound, excluding those agents from the predictive or agent campaign. This impact of TCN’s True Blended solution alone is sufficient to help most clients improve successful contact rates by at least 20-50% over traditional outbound-only call campaigns. This increase is driven largely by efficiencies of scale in utilizing every agent for inbound and outbound; inevitable fluctuations in customer response rates are more efficiently spread over a greater number of call agents. Abandoned call rates diminish and the customer and call agent experience improves dramatically.
Additionally, the advancement in conducting simultaneous inbound and outbound campaigns from the same interface drastically improves manageability. Apart from reducing abandoned calls and improving the customer and call agent experience, this improvement also translates into a direct cost savings in telco and an indirect cost savings in call agent salaries.
See the Inbound and Outbound sub-menus for additional information.
Soft-Phone
Setting up the TCN Virtual Call Center is even easier with TCN’s Soft-Phone. Call agents require only a computer and a headset to begin taking advantage of TCN’s Inbound/Outbound call center suite. The Soft-Phone also facilitates the use of at-home agents. New agents can be added in minutes obviating hardware purchases and obsolescence that are a major problem in the ebbs and flows of the business cycle.
Agent Gateway
In combination with the TCN IVM Solution, customers can utilize Agent Gateway, which allows call agents to log in to receive sub-one-second connections to customers that opt to speak to an agent after listening to a recorded message. Like the Predictive Dialer agent interface, the Agent Gateway interface flashes the connected customer’s information to the agent and allows the agent to log notes and responses directly through the web interface. Notes and call results can be entered by the agents directly through the TCN interface without the need of interacting with a call center CRM.
CTI (Computer Telephony Integration)
TCN facilitates the warmest of transfers via smart-call routing (skills-based routing) and identifying screen pops. Outbound call volumes are also automatically adjusted using a predictive algorithm that includes variables like incoming outbound and inbound call activity.
Workforce Management
TCN’s advanced, agent-level customizable reporting provides clients with real-time data with which to measure agent performance and productivity. Time-of-day and day-of-week reports break down portfolio productivity into simple charts. Together, this information greatly assists workforce management by suggesting optimal staffing levels and times. It also simplifies agent accountability and helps managers retain productive agents while identifying those that need improvement.