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1. Call Center System Software Solution
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2. Our Call Center System
Astercc Call center system is designed to handle a large number
of telephone service. Routine tasks of a call center are: customer
service, technical support, telemarketing, telesales and
information collection. Call center workers are called “The agent”
or “customer service representative” (often abbreviated CSR).
Call centers system provides special technologies to maximize
productivity, like ACD (Automatic Call Distributor) to make sure
calls go to proper agent and customer wouldn’t get too bored
while waiting for service. “Predictive dialer” automatically
generate outbound calls, agent doesn’t need to waste time to wait
customer pickup calls. Other tools include monitoring, popup,
IVR, call recording, call spy, various reports etc.
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3. A C D I S U S E D T O S E R V E I N B O U N D C A L L S , C A L L S C A N B E
A S S I G N E D T O T H E V A R I O U S T Y P E S O F A R T I F I C I A L A G E N T S
W A I T I N G T E A M . W A I T I N G C A L L S Y S T E M C A N B E O R D E R E D
A N D T H E N A S S I G N E D T O T H E S E A T . A C D S Y S T E M T O
O V E R S E E T H E O R D E R L Y A R R A N G E M E N T C A L L S A N D
P R I O R I T Y C A L L A C C E S S W I L L E V E N T U A L L Y D I S P A T C H E D
D E P E N D I N G O N V A R I O U S F A C T O R S ( C A L L O R D E R , T H E
I M P O R T A N C E A N D U R G E N C Y O F T H E C A L L ) T O A R T I F I C I A L
A G E N T S I D L E . D I S T R I B U T I O N O F S U C H C A L L S I S C A L L E D
Q U E U E S T R A T E G Y .
Call Queue
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4. Queue Strategy
A simple ACD strategy is FIFO (first in first out). In this case,
when the system receives a call, all the phone rings. Once the
call is answered, the other phone stopped.
More complex strategies (also generally more useful) is to
assign the call to the longest idle agent. All agents have equal
qualifications transaction processing, often using the “most
free” policy. Other common strategies include recursive call,
linear search, least priority call and random calls. ACD
systems can also be (usually collect IVR application) based
on the caller’s needs or priority.
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5. Caller Experience
When caller waits in a queue, he can usually hear a
series of messages, such as queue status information
and music. Marketing information is simple messages
which are regularly delivered to the waiting callers.
Queue status information covers the number of calls
waiting for an expected wait time, and sometimes there
will be other options. More advanced queuing system
also supports virtual queuing. Virtual queuing system
will require callers to provide a callback number. Once
disconnected, their position in the queue will be
retained, once the system is idle, it will call back users.
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6. Click to Dial
Click to dial function typically integrate with CRM
software and other business applications. When
agents wants to make a phone call, without having
to manually enter the number on the telephone
keypad, simply click dial button or link. Then the
dialer will send commands to the phone (“first
party” leg A), or transmitted to CTI to complete the
dialing process. Click to dial will reduce errors and
improve efficiency.
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7. Large-scale marketing and telemarketing business
generally need for more automated dialing system.
Some business requires only a simple “auto-dialer”
to help each idle agent finish outgoing call
operation. When the agent hangs up, the system
will automatically make another call, and connect it
to the agent’s phone. As long as the agent is online,
this pattern will continue. Automatic dial is much
more efficient than dial manually.
Auto Dial
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8. Predictive dialer is essentially automatic dialing. Each
agent can be carefully monitored and the average
processing time prediction agent idle time. Unlike
other dialer call transfer between the agents, the
dialer can take more calls to agents. When the call is
answered, the system will use a variety of methods to
determine whether the individual responder or
answering machine. In case of answering machine
answers, the system will automatically discard or play
pre-recorded information, or else it transfer the call to
idle agents.
Predictive Dialer
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9. Dialing system can be fully automated. Such a
system will dial the phone automatically, deliever
a message to responder or answer machine. These
systems are usually used for inform (such as a
doctor’s appointment reminder, school notice), as
well as marketing or political information. asterCC
dialing system also supports such as surveys or
transfer to agents as callee required.
Broadcating
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10. D I G I T A L R E C E P T I O N I S T C O U L D E N A B L E
C A L L E R S T O A U T O M A T I C A L L Y E N T E R T H E
A P P R O P R I A T E C A L L Q U E U E . D I G I T A L
R E C E P T I O N I S T P R O V I D E S A M E N U T O
P R O M P T T H E C A L L E R T O C H O O S E T H E I R
S E R V I C E S T H R O U G H T H E P H O N E B U T T O N .
Digital Receptionist
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11. I N T E R A C T I V E V O I C E R E S P O N S E , I V R S Y S T E M
P R O M P T S T H E C A L L E R ’ S D A T A I T E M S A R E :
A C C O U N T , P R E S C R I P T I O N R E F I L L C O D E O R P A C K A G E
T R A C K I N G N U M B E R . C U S T O M E R S C A N U S E T H I S
D A T A T O F I N D S P E C I F I C I N F O R M A T I O N A B O U T T H E
C A L L E R F R O M R E M O T E D A T A S O U R C E S . I N S O M E
C A S E S , I V R A P P L I C A T I O N S C A N H A N D L E T H E
C O M P L E T E T R A N S A C T I O N W I T H O U T H U M A N
I N T E R V E N T I O N . I V R C A N A L S O T R A N S F E R D A T A T O
T H E A C D S Y S T E M T O H E L P G U I D E T H E P R O P E R C A L L
S Y S T E M .
IVR - Interactive Voice Response
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12. I N O R D E R T O I M P R O V E A G E N T P R O D U C T I V I T Y ,
B U S I N E S S A P P L I C A T I O N S O F T E N I N T E G R A T E D
W I T H T E L E P H O N Y S Y S T E M S , C A L L E R D A T A I S
D I S P L A Y E D A U T O M A T I C A L L Y W H E N Y O U
C A L L . T H I S I S O F T E N C A L L E D “ C A L L P O P U P ” .
C R M S Y S T E M N E E D S T O R E A D D A T A W I T H C T I
S E R V E R .
CTI/Popup
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13. I N C A L L C E N T E R , C A L L R E C O R D I N G W I L L O F T E N
S U P E R V I S E O R A R T I F I C I A L A G E N T
P E R F O R M A N C E O R C O M P L I A N C E . C A L L
R E C O R D I N G S Y S T E M W I L L M I X I N G , S T O R A G E
T H E R E C O R D I N G S A N D G E N E R A T E A N I N D E X , S O
T H A T A N A D M I N I S T R A T O R O R S U P E R V I S O R C A N
L O C A T E A N D R E V I E W T H E R E C O R D I N G S
C O N V E N I E N T L Y . U S E R N E E D T O L O C A T E A
R E C O R D I N G B Y T H E U S U A L K E Y W O R D S S U C H A S
C A L L E R I D , D A T E , T I M E A N D A G E N T N U M B E R .
Call Recording
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