Tuesday 07th February,
Working with TelSolutions
Telsolutions transforms the way organisations communicate throughout the customer lifecycle to build trusted, lifelong and profitable relationships. Many organisations rely on Telsolutions and our professional services team, to design, execute and continually measure and optimise their communications strategies to generate revenue, increase customer satisfaction, and reduce operating costs... find out more
Agent Portal
Agent Portal is web based agent interface to Telsolutions Intelligent Communications Platform. As an entirely hosted solution it requires the agent to have nothing more than a phone line and an internet connection to receive client calls, decreasing client hold time and increasing agent productivity. Agent Portal extends its functionality to organisations further by providing the ability to effectively implement and manage Home and Remote Agents, without the need for any investment.How it works:
Individual agents securely login to the Agent Portal interface indicating their current availability to accept calls, schedule breaks and log out at the end of the day. All calls are presented to the agent via a screen-pop which instantly populates the agent's desktop with Customer Information.
Agent Portal complements Telsolutions Hold Queue and FastConnect features which can eliminate the ring time and hold time associated with connecting customers to agents, resulting in increased agent productivity, more right-party conversations, and a positive customer experience.
Agent Portal capability strengthens Telsolutions Contact Centre Control Panel by providing contact centre managers with greater visibility into campaign activity and individual agent performance. Managers can register and schedule agent availability, configure the agents workload, and also view the status of individual agents, including real-time information on the current contact.
Benefits:
- Eliminate Ring Time and Hold Time connecting to agents
- Increased agent productivity
- Enabling and managing home workers and remote workers
- Increase Right Party Connects (RPC's)
- Positive customer experience
- Greater visibility and Real-Time reporting of campaign activity and agent performance
- No 2 sec silence compared to traditional dialler connections
- Flexible connection strategies:
- - Immediate
- - Prompted/Opt-in/Timed
- - Authenticated
