Rapport’s Interaction
Capability |
Campaign Management
Tools |
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| The Agent Interface |
Agent Management Tools |
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Rapport's Interaction Capability
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Predictive Dialling
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RapportCMS is recognised as one the leading automated outbound diallers available. Proprietary algorithms ensure high agent productivity and maximum list penetration |
| Power Dialling |
Power dialling will only initiate dialling activity when an agent becomes available. RapportCMS will then connect live calls to the waiting agent. |
| Preview Dialling |
Agents are able to review customer information and the campaign script and then launch the call to the customer via a click to dial button within the RapportCMS agent interface – Teleworker. |
Call Handling
Toll Free, DID,
Inbound & VOIP |
Any inbound call type can be handled within the RapportCMS platform |
Skill Driven
Routing |
Ensuring the customer is answered by the most suitable agent, every time. The routing engine works across all contact types. |
| Interactive Voice Response (IVR) |
RapportCMS IVR system supports custom queues, on-hold messaging, or call screening and more advanced functionality such as automated order taking and customer surveys. |
Inbound &
Outbound SMS,
Email, Fax Management |
RapportCMS allows campaign treatments for all the listed contact types. |
Digital Call
Recording
(With Real Time Retrieval) |
All calls can be recorded and available via web access for real time retrieval. Long term archiving is also possible. Multiple recording of the same call can also be achieved as can recording of any part of the conversation.
Even calls transferred or conference calls can be recorded and available for instant retrieval. |
Screen POP/
Computer Telephony
Integration (CTI) |
The RapportCMS agent interface – Teleworker, can be popped to the script, managing the process requested by the customer. |
PSTN, VOIP OR
Mobile to the Agent |
RapportCMS provides call delivery to the agent using PSTN, mobile or VOIP |
Campaign Management Tools
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Web Based
Access |
Access to the RapportCMS management systems is via the web, www.rapportcms.com . There is no need for any additional software or applications to be downloaded to administrator’s computers. |
Real Time
Monitoring |
All real time monitoring is through the RapportCMS management web site. Therefore you can Real time monitor access any campaign from anywhere with an internet connection. |
Integrated
Reporting |
RapportCMS real time dashboards are market leading in their approach and simplicity, allowing the blend of telephony and business data for the first time. You are now able to make informed decisions based on real time business data coming from the call centre, including:
- No. of sales per agent per hour.
This can also be broken up into
product types.
- No. of complaints
- No. cross sells/up sells
- Customer satisfaction
- All standard telephony data
- Cost per sale, factoring in the cost per
hour of agents!
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Dynamic Campaign
Scripting |
Advanced dynamic scripting enables complex decision based interactions to be managed in a simple follow fashion. RapportCMS also allows customer and response data to be utilised and reported.
The benefits of Call Scripting allows:
- Improved lead conversion rates
- Reduced agent training time
- Qualification of leads to position products correctly
- Easy creation and updating of scripts
- Agents to ask appropriate questions at the right time
- Customised scripts to a specific campaigns
- Development of more up selling and cross selling opportunities
Ensures a consistent and compelling message to the market |
| Data Export |
Any data gathered from the campaigns can be exported back to your legacy systems, RapportCMS runs on an SQL database so allows import & export of data to any ODBC
compliant system.
There is also the capability for real time XML feeds. |
| Scheduled Ad-Hoc Reporting |
All contacts with the customers are recorded in the database with every piece of information collected during the interaction with the scripting tool. All information is reportable in real time and historically.
Importantly, with information such as agent costs, the ROI of every type of inbound and outbound campaign can be reported. |
Customer
Interaction Rule Engine |
Within RapportCMS is a powerful rules engine manages email, sms and fax processes. Emails can be automatically triggered from the script and sent by the rules engine, ensuring no agent time is wasted and customer expectations are exceeded. |
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The Agent Interface
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Web Based
Agent Portal |
The agent interface of RapportCMS -Teleworker - is a .Net, web enabled application, loaded on the agent desktop. This feature rich application allows access to:
- Agent details
- On-line training environment
- Agent schedules and
- All assigned campaigns and scripting
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Web Based
Training Rooms |
Access to the on-line training environment is through the Teleworker interface. |
Scheduled/
Availablilty |
Agent schedules are displayed for review and modifications to shift preferences |
| Self Service Agent Reports |
If desired, agents have access to appropriate reports via the Teleworker interface. |
Campaign
Text Chat |
A chat session is available to agents working on the same campaign, whether in bound or outbound. Supervisors can also monitor and interact with the agents. |
Automated
Dipositions |
Leveraging the scripting engine each customer interaction is logged and the disposition of each contact is automatically stored. |
Agent Management Tools
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Virtual On-line Training
Environment |
This is an option tailored for and each customer and allows a full virtual training and information sharing environment. This powerful tools allows:
- Application sharing
- Presentation sharing
- Whiteboard
- Chat
- Conference bridge
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Scheduling/
Workforce Management |
This solution can be implemented in two ways, depending on your needs:
- Agents can set their shift preferences and then administrators can roster agents based Scheduling/Work force management on agent preferences
- Developed schedules can be entered for each agent. Schedule adherence is then strictly managed by Teleworker, which by allowing the agents to log into campaigns when rostered.
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Quality
Monitoring |
Supervisors can listen to calls in progress and also to recorded calls. Agents can conference supervisors into calls for assistance if necessary.
The use of the chat sessions is also an extremely effective tool for agent required assistance. |
Supervisor
Chat |
As well as being able to monitor and participate in the campaign chat, supervisors they can also post text that acts like a “sticky note” for all the agents. This ensures information is passed to allagents on the campaign instantly. |
Augmenting
Your Existing Workforce |
RapportCMS through its relationship with Unity4 (www.unity4.com) maintains a large pool of potential agents with specialised skill sets who can be called to staff any hosted call centre campaign.
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