Helping clients handle call spikesMost teleservice environments are not designed to handle large call spikes — whether responding to calls from a national direct marketing campaign or handling a critical customer service problem. We have a solution! HomeQ solves this inbound call center challenge. Rather than asking callers to hold until a live agent is available, they can opt-in to receive an outbound call as soon as an agent is available at the live call center. With HomeQ we lessen or eradicate call spikes, allowing agents to talk with more customers. The net results are reduced call abandonment, lower cost per call, increased revenue and profits. Everybody wins.
35-40% of callers, when asked, elect HomeQ
60-80% of HomeQ callers connect with an agent
Most HomeQ calls are returned within 1 hour
HomeQ is fully integrated
When Intelemedia is linked directly to all telemarketing call center environments — your existing call centers as well as our call centers — HomeQ monitors real-time live agent capacity and invites callers to participate on an as-needed basis. As soon as the telephone call center is no longer overwhelmed with calls, HomeQ places outbound calls to the callers who requested the service. If callers are unreachable, pre-scheduled outbound dialing will create multiple call attempts over multiple days.
HomeQ has comprehensive reporting
Online reporting (accessible from anywhere with an Internet connection) tracks HomeQ call performance throughout the day giving you nearly instantaneous breakdown of your telemarketing service call center’s performance. Initial inbound and outbound data are shown separately but can be viewed under one HomeQ Performance View.
HomeQ Case Study
- 30% additional sales leads
- 20% reduced cost per order
HomeQ was the key enabler to generating the profitable growth this customer desired.
Abandoned calls are always an issue, so we’ve developed ways to maximize every call for our clients. Prospect Rescue, utilizing our call management platform, records and captures every abandoned call. This enables us to initiate an outbound calling program later, connecting missed leads with higher performing agents when they are available.
Intelemedia integrates with many third-party databases as well as client proprietary databases, typically XML Rest, XML Soap, or a Web-services variation API. In most cases, clients grant Intelemedia permission rights for access to integrate with the API often via a url-password protected site.
Performance alerts notify designated personnel when events occur based on pre-established business rules. Clients establish the event rules and who receives the alert.
Interactive Voice Response (IVR)
We utilize state-of-the-art speech software to maximize your caller communication experience and ability to get the answers they need quickly.
Back office integration
We integrate our IVR systems with your back office and CRM databases. The IVR provides calls with the most up-to-date and accurate information available. We utilize the caller’s automatic number identification (ANI) for an immediate link to the appropriate database of information for the caller. We present the right information to the caller.
Reporting and analytics
When utilizing an IVR as part of your communication channel it is important to know where callers are abandoning or being transferred. We provide detailed reports, informing our clients not only how the IVR is performing, but where the interaction is strongest and weakest. Also we identify what communication is most frequently requested which allows you to make improvements in your customer experience program.
Scripting is managed using our proprietary Web-based scripting platform. Intelemedia’s business engine agent scripting system drives post routing computer telephony integration ( CTI). It allows telephony control based on logic from within the script itself. Agents can have control of all aspects of the call such as transferring, putting the caller on hold and even conferencing in another agent or supervisor. Since this is driven by the logic in the script, it provides the highest level of flexibility and level of abstraction by not making the agent remember a complex list of steps to perform certain tasks.
The business engine is a multi-tiered platform delivered to agent via a Web application, typically invoked as part of the call center’s CTI systems or directly from Intelemedia when used with DRCM. The application is designed using an XML-based language, called BEML. The business engine can update databases and perform extended logic and data transactions, such as Targus address lookup based on the caller’s telephone number, as well as custom transactions against external data sources and Web sites.
Script performance testing
Intelemedia scripting platform provides a script library consisting of historical scripts, offers, and script versions available on the library shelf.
For true A/B testing, Intelemedia offers a powerful feature called Dynamic Offers. Dynamic Offers allows our clients to easily change the offer within a script and establish key granular testing criteria such as; date range in which to run the offer, number of times which the offer is to be presented, media source or station IDs the client would like the offer used on, selecting which call centers or performance groups will use this offer, presenting the offer only to callers in certain states or geographic regions, and more. Contact us if you need more detail.
After running the offer, the performance data of the script version can be analyzed to determine if a performance lift was achieved. If so, the client can strategically activate this script using the same criteria provided above.
Imagine having the ability to provide top performing agents with one script version, and lower performing agents with a less challenging offer to sell.
Our survey options are versatile and allow for question randomization, on-the-fly quota adjustments, skip patterns and complex triggering rules.
Within complex triggering rules, we are able to send instant notifications based on predefined events, which can be helpful in generating sales leads.
In addition, we offer multi-level secure voicemail access that is available 24×7 allowing you to hear a customer’s tone and inflection.
- Inbound automatic transfer
- Inbound agent transfer
- Outbound transfer