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VOIP DialerCall Transfer, Call Hold,
Conferencing, Custom
Call Scripting
The single window
oBelyx dialer interface includes all inter agent communication tools that may
be required for success of the campaign – Chat, transfer, conference. Agent can
chat with other agents from the same campaign. Calls can be transferred to
other agents with single click and there by transferring all the lead
information. Agent can conference their supervisor or other agents in ongoing
calls as may be required. Calls can be put on hold/mute with single click and
pre recorded music can be played for calls on hold. All these features can be
controlled by supervisor or administrator and privileges can be set for
different categories of agents. Custom Call Scripting The first few
moments of the call when the customer picks is the most critical time for the
agent to set the right tone for the call. Agents, especially new to the call
centers, can use the custom scripts to directly read from scripts to start the
conversation and answer questions from customer s. Custom scripts are critical
to convert leads to sales for outbound campaigns and to address customer
questions quickly for inbound service center calls. In oBelyx , custom
scripts can added in the three categories, Readout, Notes and FAQs which are
displayed as different windows in the single screen agent interface. The agent
can also modify the script windows to fit his/her individual needs. After
modifying thae custom scripts windows layout the agent can save the layout so
the same custom scripts windows are displayed every time agent logs in. The Administrator or supervisor can add and create the custom scripts in both plain text and HTML which can contain the customer information available in the system database. Using the easy to use portal, the administrator can enter the text directly in the script windows from script screen or copy-paste from any standard text editors. The HTML can contain the links to other pages. The scripts entered on the portal are displayed on all agents interface when the agent’s login to the campaign.
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