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 as well.

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.


Others


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.


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CONTACT MAGYAR VERZIÓ