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Features of Connect TCM

Multiple Campaigns

When the agent logs into their desktop, it displays all current campaigns and their status, current performance against their peers and their top 5 overdue calls, regardless of the campaign that they relate to. Call backs are prioritised by type i.e. Sales call-backs rank higher than research calls.

Email

Automated Email Fulfilment & Escalations. On the click of an answer, a template email can be sent to a prospect, or a sales lead/appointment generated for a sales person.

Structured Calls

Each campaign has an associated calling list and this data can be distributed between multiple agents and prioritised according to various criteria. The agents can see who they are calling, when a call back is due, why they are calling and drill into specific notes before making a call.

Reporting

Each individual operator can be measured against key performance indicators, by the hour, by number of calls, decision-makers contacted, target outcomes achieved. A target outcome may be a sales lead, an appointment, research questionnaire, unit of date cleaned – depending on your objectives.

Data Management

Data can be distributed between agents using criteria, geography, skill sets, pipeline and attendance for example, to enable you to manage campaign data in a team environment. You can export campaign data at the click of the button and review online. This can then be saved to a CSV file and will contain all contact data plus the questions and answers to campaign questionnaires and contact notes.

Third Party API's

We have developed an API with Marketo and Sugar CRM to make it easy for you to transfer data between your CRM and your telesales solution. This may be as simple as keeping data clean from one to the other or even updating a pipeline status or contact notes. Some bespoke programming may be required for full integration.

Structured Call List

Each campaign has an associated calling list and this data can be distributed between multiple agents and prioritised according to various criteria. The agents can see who they are calling, when a call back is due, why they are calling and drill into specific notes before making a call.

Reporting

The system produces many reports which is created as users make calls and click on answers within the questionnaire. We have a range of reports that track campaign effectiveness, marketing information and agent performance. The report below is an agent performance report and shows every hour on a campaign, how many calls they make, how many decision-makers they speak to and the conversion rate to a sale/appointment/piece of research/data record cleaned/event registration or any other target outcome.

Questionnaire based process

Every calling list is connected to a questionnaire which will mirror your sales or marketing process so that agents are consistent at what they present and the information which is captured back. All data collected during the call is stored in the database and used for reporting purposes. All actions are also designed into the questionnaire so that the user can just click an answer to send an email, sales lead, appointment or customer service escalation without having to leave the system.

Complete feature list

  • Multiple campaign management

  • Questionnaire-based process for structure of calls and reporting

  • Structured calling list with call back date and priority filtering

  • VOIP integration for preview dialing (or other dialing options)

  • Agent reporting and logged on times against campiagns

  • Campaign reporting against key performances indicators at the touch of a button

  • Identify agent training needs using KPI analysis

  • Live wall-boards for real time performance against outcomes, not just calls

  • Easy import and export of data using Excel or.csv file

  • Automated escalations, sales leads and appointments

  • Contact notes with agents, time and date stamp for historic contact management

  • Track gross profit and loss on every campaign and/or every agent

  • Track monthly profit, loss and targets

  • Capacity forecast for tracking the requirement for full-time equivalents

  • Data auditing trail and checks for data cleaning and building projects

  • Automated campaign fulfilment of individual email collateral

  • Post Office Address File integration for changes or single record data input

  • Browser based so no need for IT expenditure