| |
Multi-Step Campaigns, with automatic timeout and activity tracking
are a standard DPTS feature. Custom programming is normally not required,
as virtually all aspects of the system can be user defined without
programming.
|
|
| What software
is included with your system? Do I need to buy other products from
you? |
 |
All the software required to completely automate your outbound call
center. |
| |
The DPTS Enterprise Call Center Solution includes
the following items: |
| |
- Call Center Supervisor Module
- Administration Module
- Agent Application Module
- Appointment Management Module
- Agent Monitoring and Coaching Module
- Management Reporting Module
- Agent Application for Windows 95/98,NT, 2000, XP
|
| What equipment/hardware
is included with the system? |
| |
All the equipment required to completely automate your outbound
call center can be purchased from Dial Connection for a complete,
turnkey solution. The customer can also consult our System
Requirements documentation and provide some or all of the computer
hardware needed to operate the system. |
| |
If a customer already has a PC LAN and Windows NT/2000 File Server,
MS SQL 2000 Server, the DPTS Enterprise product can
be installed in their existing environment with the addition of a
Telephony Server. |
| Can I provide
my own computer equipment? |
| |
All the computer equipment required can be provided by the customer.
If you have a relationship with an existing computer supply/service
organization we encourage you to present them with the equipment requirements. |
| What
kind of computer equipment is required to use the system? |
| |
Standard, off the shelf PC systems are all that is required to use
DPTS. Consult the Systems
Requirements document here. No proprietary hardware is needed. |
| How many agents/phone
lines are supported by the system? |
| |
Agents are supported in units of eight. The smallest system is eight
agents and sixteen outbound lines. Each Telephony Server can grow
to 150 agents/300 lines. You can have as many Telephony Servers connected
to your network as you like, allowing for very large call centers.
|
| |
DPTS Enterprise Edition is not limited to the number
of users per Database Server, although the server must be able to
support the number of agents connected. This may require a multi-processor
NT/2000 Server to serve a large number (100+) of agents. |
| Can I use
the system with less than eight agents? |
| |
Yes, although the effectiveness of Predictive Dialing drops when
using less than six agents. The base system will always support eight
agents. |
| How does the
system fit into my existing business? |
| |
DPTS Enterprise Software is a complete inbound/outbound call center
solution. If you are interested in Automated Predictive Dialing for
your business, you must have a need to contact people over the phone
from a large pool of potential contacts. These contacts could be potential
new customers, survey candidates, charitable contributors or collection
contacts. You may also want to contact existing customers that may
have been contacted as Prospects at come time in the past. |
| |
Once you have a live contact on the phone, you may need to deliver
a sales message, schedule an appointment, perform a survey or perform
a collection reminder. You may want to call existing Customers with
an upgrade offer, additional pledge request or notification of a customer
service issue. All of these scenarios are fully supported in DPTS
Enterprise Software. |
| |
Additionally, you may have a more complicated business model that
requires sending information to a contact before or after a phone
contact is made, and the call made may be based on the result (if
any) of the correspondence sent to the contact. All of these scenarios
are possible with DPTS. |
| |
Multi-Step Campaigns, with automatic timeout and activity tracking
are a standard DPTS feature. Custom programming is normally not required,
as virtually all aspects of the system can be used defined without
programming. |
|
|
| Does the
system support agent monitoring/recording? |
| |
Agent voice Monitoring can be included with the standard "Turnkey"
DPTS Enterprise solution. Agent recording is an extra cost option,
and a wide variety of recording systems can be used, including the
DPTS Record digital recording system. |
| How many campaigns
can I run at once? How are phone lines assigned? |
| |
DPTS Enterprise allows for the storage and management of an unlimited
number of campaigns, all classified by related Client and Campaign.
You are not limited in operating as many of these campaigns at the
same time, other than by the number of outbound phone lines on your
system. For example, you may have 48 outbound lines, and want to run
four campaigns. You can submit and operate each campaign at the same
time, and allocate your phone lines according to the number of agents
you expect to be participating in each campaign. In our example, you
may allocate 24 lines to the first campaign, 16 lines to the second
campaign and 8 lines to the third campaign (which only has a few agents).
As the first campaign "winds down", you can remove some phone lines
and reallocate them to the third campaign as more agents begin using
that campaign. |
| What happens to failed
calls that don’t get sent to agents? |
| |
DPTS Enterprise automatically tracks and reschedules failed contacts
(Busy, No Answer, Answering Machines, Dropped Calls) based on options
that the operator defines. These options can be changed at any time
and take effect immediately. Calls that are not completed because
of an "Operator Intercept" such as disconnected numbers can be automatically
removed from the calling queue at the operators option. |
| How much training
is needed for agents, supervisors? |
| |
DPTS Enterprise is entirely menu driven Windows based applications.
If you have no previous predictive dialing experience, our normal
training for the system manager requires about twelve hours. Agents
can be trained in the basics in less than an hour. Appointment Scheduling
requires another hour of training for agents. We have found that complete
beginners can have campaigns up and running in less than two days
from start to finish, and another day of "live" calling with the trainer
present is very helpful. |
| How are callbacks
handled? |
| |
DPTS allows for scheduling of callbacks for a particular agent,
any supervisor agent or any available agent at the time the callback
is required. Agents manage their own callbacks, and set dates/times
with a simple calendar screen. Callbacks scheduled for "Any Available
Agent" are made predictably and sent to any open agent. Agents can
view, reschedule and delete their personal callbacks at any time.
The callback feature can be enabled or disabled at the agent level. |
| Are multiple
time zones handled? How? |
| |
When the numbers are imported into the system the time zones are
automatically assigned based on their geographic location. This information
is derived from the Area Code and Exchange of each number. Thus states
with "split" time zones are properly accounted for. |
| |
When a campaign is submitted the system constantly checks each uncontacted
prospects local time against the allowable calling times
set up in the DPTS System Defaults. If the time of the prospect is
within the limits, the number is submitted to the Telephony Server
to be called. Prospects outside the limits wait in the campaign queue
until the time falls within the permitted range. |
| Does
the system support a Block List/Call Restriction List? |
| |
The DPTS call restriction list is a database of phone numbers that
have requested not to be solicited by phone. The Telemarketing Laws
have gotten stricter throughout the country and different states provide
lists to telemarketing companies. These restriction lists (or any
other in house list) can be added to the DPTS Call restriction database
by using the administrator program. Additionally, when a contact asks
to be placed on the call restriction list, then agent need only disposition
the call as a "Do Not Call" and the number is automatically added
to the Call Restriction database. This number will never be called
by the system again. |
