Imagine a busy day at a call center doing debt collection. Every morning, the group of agents has to slog through a huge long list of phone numbers and manually call each one. Usually, some of the phone numbers are either no longer working, busy or in some cases have been incorrectly inputted. The agent has to spend a lot of time working through these numbers. Boredom sets in. Precious time better spent serving customers is lost. All these factors present a decline in the effectiveness and productivity of the whole team.

The CT - IVR Dialer solves this problem by automatically making outbound calls to these numbers, rooting out the defective digits. Upon the other party line on remote alerting (ringing), the system can route the call to the agent. If the line is busy or engaged, the system will cycle to another number on the list.

The system will inform the agent when and to whom it is making the call, as well as extracting from the database the call-in information. This speeds up the call process, as the agent no longer has to worry about remembering numbers. The database info pop-up screen also tells the agent exactly what he needs to know to respond to the call effectively. Every call can then be spaced out on a time interval set up by the Call Center manager.

The strength of the CT - IVR Dialer is the ease with which customization can be done. It can be easily fined tuned according to client specifications, as well as with integration with existing platforms. It is a cost effective solution to increasing agent productivity and total team effectiveness.

The ACD is based on the idlest agent at any one time. This means that, if a group of agents are all handling calls, the agent that has completed his call and has not answered a new call for the longest duration takes up the next call. Basically, after each call the agent can put himself into busy mode. This allows the agent to complete any necessary terminal or paper work before answering the next call. If the agent completes the work, he can return himself to idle mode and ready to answer the next call. Also, the ACD can be used to direct a customer speaking only his own language to the preferred agent who is able to speak his language, provided this information is set within the database.

The system is proven and easy to use, especially for front-end (user level) applications. The agent will log in to the system using their personal ID. The system will then route the incoming calls to each agent based on their ID and the parameters set by the manager. The Call-Center manager can decide if an agent is skilled enough to answer certain calls. Basically, for important/troublesome customers, the system can route the calls to the more experienced agents, while giving the easier handled customers to the non-veteran agents.

The Call-Center manager will then monitor the system in real-time. These provide the manager with information as to how effective each agent is at answering calls and the potential invalid/defective phone numbers. The manager can then easily rectify the problems.

When the working day starts, the system synchronizes with the network time so the calls can start at that particular time. The dialer then starts calling its preset list of phone numbers one customer at a time. Upon remote alerting on the other side, a pop up screen will display the clients ID (taken from the customer database) and sends it to an idle agent. The call is then transferred to the agent. The dialer will then dial the next number and transfers it to the next idlest agent. This process is repeated until the list is exhausted or repopulated with new numbers.

CT - Call Center / IVR system - This is the call center system developed in-house that allows any incoming call from a customer to be served intelligently by the IVR system. Thus automated options such as checking balance, terms/rates and orders may be handled without the use of human agent. This solution requires no extra hardware or integration to be installed, providing and excellent value added solution to the CT-IVR Dialer.

Fax-On-Demand or Fax Back - This solution provides access to printed information via facsimile. It provides the customer with the printed information at via a fax phone anytime. Fax back technology allows the customer to receive printed information via the facsimile number that they pre-defined when calling in through a phone.

CT-Reporting - This is detailed reporting solution that is not covered by the dialing system. These reports cover abandon calls, customer care agent productivity, menu selection reports and call traffic reports. Using this, the call center manager can create a weekly/monthly analysis of the production and effectiveness of the group.

Auto Email - This is a value-added module to the system where a separate application is built to send via e-mail server. The system detail reports to any specified e-mail address via the email server.