NEW! Upgraded Callonia installed!
We have the pleasure to inform you, that the newest – upgraded - version
of the Callonia software has been installed at TeleDirect. As a result
the range and level of our services increased, and we made a significant
step forward in quality assurance as well.
The development enables:
Integration of third-party applications
The upgraded software makes possible to integrate more freely and extensively
our clients’ own applications (for example CRM software, registration
database) and to tie together the information systems more perfectly.
Complete digital recording and back up of the conversations
This option is principally needed when an important statement (e.g.
commitment) is made by the client during the call, so the recorded conversation
can be treated as a document. It can be useful in other cases too because
posterior complaints or disagreements can be avoided (or arranged with
mutual satisfaction). There is a possibility to record every conversation
made or only the calls that satisfy a predefined criterion (e.g. every
call of a specific project or calls made by a specific operator or a
condition set in the script). The storage structure of the recorded
conversations enables the supervisor to easily retrieve a specific file
if needed later based on the knowledge of what was the purpose of the
call, which operator talked to the client or when the call was made.
Conference call (full and training)
This feature can be useful in two cases. Sometimes operator needs support
from the supervisor serving the client. In this case every participant
can hear each other (full version). In the training mode client cannot
hear the third party, so the operator can get help from the supervisor
unnoticed by the client, and this latter can attend, correct or warn
the operator. Both possibilities increase significantly the quality
level of the service.
Playing previously prepared voice files
It can be necessary in the course of opinion polls and market researches
(but in some other cases as well) to play previously made voice files
for the interviewed person during the call. The upgraded Callonia allows
it practically without restraint.
Switching over between the operators
The skill based routing allows the caller party to specify his/her
need and the system automatically look for the operator with the knowledge
needed. However sometimes the client fails to articulate his/her demand
so the routing misses. In this case the operator can switch the call
over to his/her colleague who matches the client’s real demands.
Playback of the call with script support
This function allows our clients as well as our own supervisor to control
the calls listening to the recorded conversation and checking it against
the script and the registered answer database.
Multi-level client identification and operator dedication
Callonia allows running IVR application in which at certain point the
client can be connected to an operator. Connecting to operator is needed
mostly in two cases: the client is lost in the IVR application and need
help or the client identifies him/herself, specifies his/her field of
interest using the IVR menu structure and wants to talk to an operator
who can offer proper assistance. In this latter case the demands can
be chosen from a wide range of skills (language, special knowledge,
regional competency). In case of user identification each client can
have his/her personal assistant and the calls are routed to him/her.
Naturally each operator can have a set of skills meaning that he/she
can be competent in multiple fields.
Registration of phone numbers during inbound projects
Identification and recording of the caller’s telephone number is rather
advantageous in both IVR or operator based applications if this information
is important during the analysis of the gathered data (e.g. the calculation
of regional proportion based on the area code of the phone number).
The system automatically recognises and stores caller’s number except
if the caller made it unavailable or if the calls comes from a territory
where the service is unavailable.
Higher level of scripting
The newest version of Callonia represents a higher level in scripting
The most important features are as follows:
Entering assumption into the worksheet
Previously the script module interpreted the answer of the interviewed
person after each question and made a conditional jump to the adequate
part of the questionnaire. Now there is a possibility to define entry
conditions as well resulting that the previous answers are interpreted
before posing the questions and each question can be conditionally skipped.
It is true that all entry condition can be transformed to post-answer
condition but enabling both alternatives makes the programming of the
scripts a lot easier (and faster) as depending of the cases one or the
other approach can be convenient.
Freely editable registration and order sheet
The script module gives a wide range of possibility to satisfy client’s
needs when designing registration and ordering forms. We can realise
practically all client ideas and the resulting database can be easily
converted to our client’s information system format.
Choosing optional answers from pull-down menu
This element increases the number of potential answers, and decreases
the risk of miss.
Company and user level telephone book. To support ad-hoc outbound calls
a company level phonebook can be assembled where the important numbers
– be it a customer’s or a representative’s of our client – are stored
together. Operator can browse through the data and select the one he/she
wants to talk to. The system then automatically places the call and
connects it to the operator. As each operator can enter data into his/her
own phone book callbacks in CRM projects are made easier which increase
the service quality.
Direct telephoning by quick dialling. This option emulates an intelligent
telephone set where pre-programmed numbers (chosen from the company
or the user level phone book) can be dialled with just one click. This
option makes the dialling of the important numbers even easier as no
browsing is required.