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