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Sales, Customer Service, and Credit Management
Using
Time-Based Routing, Caller ID, and Dialed Number Identification
One of Contact Point's customers uses a Mosaix 3000 Predictive Dialer to run telemarketing campaigns. Routine telemarketing operations result in several hundred inbound calls per day to Scout for customer service, special campaigns, and credit and collections. Teams of agents answer calls differently depending on the number called, the time of day, and the customer's originating phone number.
All of the call center's routing management routines are built and maintained with Scout's Visual Tools. The call center's Systems Administrators thus can manage most of the configuration issues that arise during routine operations. The main features of this routing application include:
- Dialed number identification: Callers access different call center functions by dialing distinctive toll free numbers. The call center's T-1 circuits pass digits to the Scout server through a Comdial DXP Plus to indicate the called number. Callers may want to reach customer service (toll free number A), credit and collections (toll free number B), and so on. Scout responds to the dialed number information by running the appropriate call routing script, which sends the caller to the appropriate queue.
- Time-based routing: Different teams of agents work at different times of day and on different day-of-week schedules. For example, the customer service team answers calls on weekdays between 9:00 Am and 6:00 PM. The two credit and collections teams, on the other hand, work fourteen hour days during the business week and shorter days on the weekend. Scout's routing scripts ensure that each team receives all of its calls during its routine hours of operation. For special campaigns, the Scout Administrator can easily change the hours of operation in specific scripts. Callers who arrive outside normal operating hours either get sent to the voice messaging system or they hear a terminating "Please call back" message, based on the number originally dialed by the caller and other criteria.
- Originating phone number: The call center needs the caller's phone number for three reasons. First, account records are indexed on phone number, so calls routed to the customer service team can trigger a database search and arrive at an agent's station together with the caller's record. Second, a call to customer service from an account with a credit problem gets routed first to the credit and collections team. After the credit issues are resolved, the collections agent can route the caller to a priority queue for the customer service team. Third, a call directly to credit and collections gets logged by originating phone number to ensure that records are complete and to document the call.
- Dynamic Extensions: The credit and collections team may assign several dynamic extensions to a single collection agent. Each dynamic extension represents a specific action level for a group of callers, based on payment history criteria. For example, the agent may be engaged with Caller A and receive notification by Dynamic Extensions that Caller B is attempting to ring the agent's extension. The agent knows from the alias on the Dynamic Extension screen pop that Caller B should be serviced immediately, while Caller A can be placed on hold or scheduled for a return call. Caller B hears a personalized message from the agent asking the caller to hold for a minute; the agent settles the conversation with Caller A and retrieves Caller B from hold, while Caller B's record arrives automatically at the agent's workstation.
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