Outsourced Contact Centers
Outsourcing has become a major trend with Outsource Service Providers (OSPs) accepting incoming calls for a variety of different companies at the same time; an OSP may also be running simultaneous outbound telemarketing or telesales activities during any given period. Voxtron’s CIS permits multiple tenants and campaigns, and can use the versatility of Voxtron’s intelligent ACD to personalize the introductory ‘Hello’, integrate various business processes and create proper client billing at the end of the month. In outbound campaigns, customers are automatically called by the system and then connected to the right agent. On connection, all necessary information is “popped” onto the screen, thus saving the agent valuable dialing and processing time. Voxtron’s built-in tools such as realtime reporting allow the OSP manager and team-leaders to adjust agent work priorities according to their current operational needs. Similarly historical statistics and database interrogation optionsensure key performance indicators can be monitored and adjusted accordingly.