Fidelity Telemarketing Outbound Campaigns Innovative Cloud Technology 1 Jusan S.A. www.jusan.es www.jusan.es tel. +34 914 560 110 fax +34 915 531 411 export@jusan.es Jusan S.A. 2016
Cont ents FIDELITY TELEMARKETING 3 FEATURES 4 ARCHITECTURE 5 DIALING TYPES 6 CAMPAIGN PROGRESS 7 AGENT APPLICATION 8 CALLBACK STRATEGY 9 IMPORT AND EXPORT 10 CALL RECORDING 10 WEB FORMS 11 REPORTS AND STATISTICS 12 EXAMPLES OF REPORTS 13 ABOUT JUSAN 14 2 Jusan S.A. www.jusan.es
Fidelity Telemarketing Designed for the management of outbound call campaigns Fidelity Telemarketing automatically generates a large number of calls to contacts stored on a data base. It allows to follow-up each campaign, and to know at any how many calls were made, how many were answered, and how many are pending. The data obtained during the calls are stored on a data base for later use and processing. Fidelity Telemarketing is a consolidated solution present in more than 20 markets. It is based on state of the art Technology SIP and CTI technologies, allowing the automatic handling of telephone opinion polls, customer satisfaction surveys, sales campaigns, appointment confirmation, and in general any call campaigns using automatic number dialing. Who needs Fidelity Telemarketing? Companies from the following sectors Companies that need - Outbound Call Campaigns. - Telephone Polls and surveys, telemarketing, telesales, market research Several automatic dialing types To meet the needs of all sectors - Contact customers, subscribers, or patients in a massive and automatic way. - Generate more calls with fewer staff resources.? Fidelity Telemarketing incorporates several dialing modes: Preview Mode in which calls are dialed at agent s request, Progessive Mode where dialing is automatic without agent s intervention, and Predictive Mode which generates larger call volumes and a more efficient use of the resources. Fidelity Telemarketing also enables dialing in a mode known as multi-progressive, which guarantees a better use of the agents, and shorten campaign times An important advantage of the solution is its compatibity with most traditional PBX brands (it only requires an operation CTI cannel like CSTA Phase II or III, TAPI 2.0 or TSAPI) and with virtual switches hosted in the cloud. 3 Jusan S.A. www.jusan.es
Features Automatic Call Dialing Campaign Setup Intelligent web forms Multi-campaign Repetition of failed calls Calls postponement Supervision and follow-up Import of existing data Productivity and performance Alarms and warnings Call recording Post call surveys Export of results Chat (instant messaging) Breaks and Wrap-up-time Web acess and Free Seating Modular and scalable solution Preview, Progressive, Multi-Progressive and Predictive Simple and Intuitive, with a graphic user interface Configuration via conditional choices lists, multiple replies Supports multiple simultaneous campaigns and multiple forms Done automatically and according to configuration (unanswered, busy ) Programmable according to date and time, and fully customizable per agent In real-time: Finalized calls, agent status, pending calls From any OLE DB, such as SQL, Oracle or Excel Broad range of statistical reports and graphics. When exceeding maximum authorized call durations, or maximum agent break times On demand, selective, massive, or according to agents & groups Unlimited number of questions, results per agent/group in Excel Resultas available in Excel. Evaluation of agent productivity and performance Collaboration tool between supervisors and agents Programmable with predetermined types and durations Allows agents and supervisors to use workstations dynamically and login with a user name and password from any location Agents, supervisors, IVR ports, recording channels may be increased or decreased, permanently or temporarily 4 Jusan S.A. www.jusan.es
Architecture Fidelity Telemarketing A ready to use solution Fidelity is based on a client-server architecture running under Windows, on CTI and SIP technologies and uses an SQL database (supplied). The standard package includes: Software server: Fidelity CTI server (TAPI, TSAPI, CSTA) + ICR + SQL Express data base. Reports and statistics module: Full and detailed analysis of productivity and performance. Supervisor module: Monitoring of campaign progress and management of agents activity. Agent module: Access to the application and to all telephony functions. Fidelity Telemarketing Computing Requirements General Arquitecture of Fidelity Telemarketing PC Server: PC s Agents: PC s Supervisors: Windows 7, Windows Server 2008-2012 - Compatible VMware Pentium Intel Core o equivalent (2GHz), RAM > 4GB - SQL Express (Supplied). SQL professional recommended for 50 agents or more Windows XP SP3, Windows 7 and Windows 8 (no Starter, no Home), any other tablet or smartphone with internet access for the web-based agent software. Windows XP SP3, Windows 7 and Windows 8 (no Starter, no Home) 5 Jusan S.A. www.jusan.es
Dialing types Fidelity Telemarketing Supports four different dialing types Preview In this dialing mode, the agent decides when to generate the call, once the contact data appear on the screen. The call is initiated by a simple click. This method may require a greater involvement from the supervisor in order to control the activity of the agents. Progressive In this dialing mode, calls are made automatically from the agent s phone while the contact data appear on the screen. The conversation is directly established as soon as the called party answers the call. A specific wrap-up time between calls may be programmed for each agent. Suitable for campaigns where agents must do preliminary work before each call The most commonly used dialing mode in telemarketing campaigns. Predictive * In predictive dialing mode, calls are initiated from a group of extension dedicated to this task. A smart algorithm decides when to start dialing each contact based on recent statistical information like: average call duration, average call setup time, and number of active agents. It may happen that some calls are answered and that no agent is available to take them. Multi-progressive * Similar to predictive dialing but calls are initiated only when agents are available. This mode does not make any prediction about future availablity of agents and ensures that a large proportion of the calls are atended, with a more efficient use of the agent s time. Recommended for campaigns with more than 25 agents Reduces the time agents are inactive, and ensures most answered calls are atended by an agent. * Require additional license. 6 Jusan S.A. www.jusan.es
Campaign progress Fidelity Telemarketing Follow-up of campaign progress This tool enables the supervisor to control the progress of several simultaneous campaigns according to the status of the contacts: not used, current, pending, expired and finalized. Contacts not used Those are contacts which have not yet been called and without specific calling date and time. Current Contacts Those are the contacts for which the calling date is TODAY. Pending Contacts Those are the contacts which have already beeen called and have been postponed by the agent. Expired Contacts Those are the contacts which have been programmed for a specific date which has expired and for some reason have not been called. The software transfers them to the contacts not used category in a smart way in order to call them as soon as possible. Finalized Contacts Those are the contacts which have already been called during the campaign and have been cosidered as finalized according to the agent s criteria, no matter whether the objective has been reached or not. This report shows the supervisor the dialing mode and the percentage of progress of each campaign, in order to make decisions regarding the strategy and the resource allocation. 7 Jusan S.A. www.jusan.es
Agent Application It is a Windows or web-based application running on the agents PC, allowing agents to start a session (login), view call data, and control the phone from the PC. The available data are: the campaign name, the dialed number, and the name of the called party when known. From this screen, an agent is able to control the phone and record calls on-demand. A chat text messaging service is available between each agent and the relevant supervisor/s. The agent may enter and exit break mode, enter the type of break or any additional comment. The WEB version does not require software installation and allows agents to work from home. Fidelity Telemarketing Screen Pop Up Fidelity Telemarketing offers a pop-up with the call data, as well as a form or a script to guide the agent during the conversation. CRM integration Fidelity may be integrated with CRM and ERP applications to identify incoming calls, showing customer data on the agent s screen and provide all the necessary information to properly handle the calls. Ver lista completa, consultar. Integration with the different CRM/ERP softwares may be achieved in different ways: Web Services, URL, XML, DB queries, text files, OCX. 8 Jusan S.A. www.jusan.es
Callback strategy Telemarketing callback Three different policies Fidelity Telemarketing enables intelligent callbacks for calls which have not been completed for some reason. Callback strategies are based on three different parameters: number of trials, time period and telephone appointments. Number of trials With Fidelity Telemarketing, it is possible to define the máximum number of calls to a given contact before discarding it as invalid for the campaign. Time Period With Fidelity Telemarketing, it is possible to define the time interval for callbacks in order to maximize the possibilities of obtaining a reply, when the call has not been attended during a specific time interval. Example A call made at 10am was not answered. The software shall generate the next call at a different time of the day (mid day or evening) in order to increase the probability of getting an answer. Telephone Appointments With Fidelity Telemarketing, the agent can make a telephone appointment with the customer, in order to generate a date and time for the next call. The application shall automatically generate a call at the programmed time, and it also offers the possibility to assign the new call to the same agent in order to keep the link already established. Example When an agents succeeds in speaking with a customer, and the customer prefers to speak at a different date and time. 9 Jusan S.A. www.jusan.es
Import and Export Simplicity and Efficiency in import and export operations Fidelity Telemarketing incorporates a tool for data import and export. The procedure is simple and may be carried out before, during or after the campaign. The phone numbers to be used in the campaign may be imported from different formats such as Excel files, text files, or data bases which have been purchased or extracted from the CRM or ERP application of the customer (SQL, ODBC, Access ). During the campaign, it is possible to add contacts to the data base or to modify existing contacts. In the same way, data may be exported in the course of the campaign in order to get preliminary results, or once the campaign is completed in order to get full records of the results obtained. Call Recording Fidelity Telemarketing Integration with the Recall family Fidelity integrates smoothly with the Recall family of call recording solutions for any environment and type of recording: permanent, selective or on-demand (agent/supervisor), for internal and external calls and on any type of lines or extensions. In many cases, recording is mandatory to comply with legislation and keep transaction data. 10 Jusan S.A. www.jusan.es
Web Forms Creation tool Customized Forms Fidelity is delivered with an intuitive and powerful tool which enables the creation of Web-based scripts, forms and questionnaires totally adapted to the needs of each specific customer in order to help agents for outbound campaigns. These forms gather all the contact information as well as the result of the conversation Fidelity forms are dynamic, they evolve as the conversation develops according to the replies of the called party. They may be used by the agent as a script in order to handle the conversations more efficiently, and introduce replies or relevant information concerning the customer. When necessary, forms enable the agents to access help screens during the conversation. Forms may be created by the system administrator in a very short time. The data introduced by the agent are stored in an SQL data base and may be exported to Excel at any moment. 11 Jusan S.A. www.jusan.es
Reports and Statistics Rich and Optimized Statistical Package Fidelity Telemarketing provides a wide variety of reports and statistics for the control and evaluation of the contact center operation, the agents activity and productivity, and for measuring the efficiency of each campaign. Reports may be viewed on the screen, printed, or automatically sent by email. They may exported to a number of formats such as: Excel, PDF, TXT. Reports may be programmed and scheduled in order to be sent by email to the supervisor at specific dates and times. This way, the management, control, and analysis of the campaign results are made a lot easier. Most of the reports are available in summary or detailed version and may be selected by date, time and a range of filters. The reports and statistics module also provides a complete analysis about the number of calls generated, attended, unattended, valid, invalid, or abandoned, sorted out by agent, campaign, or for the entire organization. AGENT - Sessions per agent - Agent performance - Agent sessions and breaks CAMPAIGN - Campaign Progress - Agent calls - List-type replies - Finalized Contacts GLOBAL GLOBAL - Traffic Volume - Missed Calls - Traffic per Hours 12 Jusan S.A. www.jusan.es
Examples of reports Finalized Contacts Comment: Out of the 6000 contacts reached, 1,911 (31,86%) would like to receive information via email or SMS, while 56,83% are not interested. For each finalized contact, an average of 1.1 calls have been made, therefore the ratio of finalized contacts vs effected calls is 90%. Comments: Summary of calls This example shows the total number of calls effected for the campaign Survey A on may 13th (1053 calls), the total number of lost calls (107 busy or not answered calls) and the total conversation time (52:45:33). Campaign progress Comments: It shows the campaign status in real time. We see that campaign Survey A has a completion percentage of 78,05% and that campaign Survey B has not yet started. Comments: It shows the on-line time for each agent during september. In this example we can observe important differences in the average attention time depending on the agents (Aurora Castellanos, less than 2 minuts per call, Isabel Rodríguez, more than 3 minutes per call). Sessions per agent 13 Jusan S.A. www.jusan.es
About Jusan Jusan Creating added value JUSAN is one of the global leaders in value added solutions for telephony, with 40 years' experience in the telecommunications sector, with consolidated products present in 50 countries and certified by top market players. Jusan sells and supports its products through a network of partners and distributors, and closely cooperates with leading carriers and manufacturers for the certifications of interoperability between its applications and the most prestigious telephone systems in the market. A unique platform Unlimited Solutions development possibilities across all sectors The company designs solutions for Call Centers, Call Recording, CTI, Vocal Servers and Call Billing and Traffic Analysis. Lately, Jusan is orienting its activity to Cloud solutions and to Software as a Service (SaaS) applications, and keeps bringing value by developing projects that fit the specific needs of its customers. 14 Jusan S.A. www.jusan.es
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