Outbound Functions in Call Center

Outbound calls is the most useful features in most of call center, system provides some modules for this

  • Campaign
  • Dialer
  • Work Order
  • Survey
  • e-commerce

Campaign is one of the basic module, depending on the need, we can put dialer, work orders, survey, product and e-commerce in combination together. Campaign is primarily designed for the outbound usage, but can also be used for inbound popup. Through the different settings, the system can be widely used

  • Customer Care
  • Survey
  • TV Shopping
  • Tele-Marketing

Main Features include:

  • Multiple Campaigns
  • Caller ID config, please refer to manage_caller_id
  • Customize customer fields
  • Customize export fields
  • Work time
  • Assign contacts automaticly
  • Assign contacts manually
  • After call work
  • Scheduler callback
  • Agent Rank
  • Field Alias
  • Hangup Action
  • Switch custonmers in different campaign
  • Customize call result
    • Bind to call status
    • Bind to customer status
    • Bind to work order
    • Bind to campaign
  • Quality Control
  • Call Record Details
  • Agent Rate
  • Do not call list
  • Missed calls call back
  • Dial from phone
  • Preview dial
  • Auto dial
  • Statistics
    • Campaign Reports
    • Agent reports
    • Agent process report
    • Statistics report by time
    • Process report
    • Statistics report
    • Dially report
    • Dially report for each campaign
  • Data Monitoring
    • Contacts numbers
    • Imported numbers
    • Dialed numbers
    • Success numbers
    • Un-dialed numbers
    • Contacts number in dialer
    • Last recycle time
    • Recycle times
  • Duplicated check
  • Agent privilege
    • Hiden contact
    • Config read-only fields
    • Config display fields
    • Config if it's allowed to add new contact
    • Config if it's allowed to obtains contacts from the list
    • Config if it's allowed to transfer a customer call
    • Config if it's allowed to read customer information when it's not assigned
    • Config if it's allowed to change customer status when it's after QC

* Work Order

  • Survey
en/regular_function_description_in_call_center/outbound_functions.txt · Last modified: 2014/01/22 16:38 by solo
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