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| Virtual Success |
The success and growth of Virtual Call Centers has been unbelievably astounding, especially in recent times. The accomplishments of Virtual Call Centers have been so successful that traditional call centers are slowly but surely being completely replaced by Hosted Call Centers. With the amazing features that a Hosted Contact Center has to offer, its really no wonder why traditional call centers are fading away. Interactive Voice Response, or IVR, Voice Broadcasting and Predictive Dialing are amazing accompaniments to Virtual Call Centers and are great aides to Virtual Call Center agents. IVR is perhaps of the most advanced technological innovations in recent times. The thought that a computer can actually replace a real human being was unfathomable a few years ago. Well, now IVR has become extremely popular amongst businesses, organizations, hospitals, communities, government operations and virtually anything else that can benefit from IVR. The main goal and purpose of IVR is to reduce the amount of agents a business or organization needs. In some areas, IVR can carry the load of all the previous agents. For example, if a customer wants to call to pay a bill, a company no longer needs a customer service representative. The customer simply pays the bill directly through the IVR computer system. IVR systems are not only used for inbound calls, but can also be used for outbound calling campaigns as well. Surveys, for example, can easily be done using strictly IVR and no real live agents. The advances that have come for IVR outbound calling campaigns can make any IVR outbound calling campaign a guaranteed success. Such intelligent modifications can easily sway a company or organization to feel comfortable with their decision of depending on IVR. An intelligent IVR system can detect RNA, Ring No Answer, or if the call was answered by an answering machine or voicemail and if desired, can leave a message. Advanced IVR systems can even detect fax machines. One of the main reasons why companies are using IVR is because they are not happy with outsourcing, says Jake Smith, an employee at Freedom TeleWork, a growing telecommunications solutions company. Before IVR, the best way to cut back on expenditure was to outsource calling campaigns. Outsourcing can save up to 30% for companies looking to cut back. However, many companies feel it doesnt compensate enough. Thats why IVR has become so popular, because companies can get the best of both worlds. They can achieve the goal of customer satisfaction and also cut back on expenditure, even more than with outsourcing, while at the same time retaining their professional reputation. For most companies, however, IVR is simply not enough. Thats why the combination of outsourcing and IVR can really help companies achieve their goals. Thats why we put together TeleWorkers, says Smith. TeleWorkers is the first online community of Virtual Call Center agents. TeleWorkers benefits the needs of both employee and employer, by allowing them to work together in the perfect customization each one desires. Smith says, You put a TeleWorker together with any of our features, for example a Predictive Dialer, and you can create phenomenal results. Submitted by: Steve Cohen, VP, Freedom TeleWork |
- Up to a 400% increase in call connections using Predictive Dialing.
- Use Freedom Workforce to have random screenshots of your agent screens and keyboard and mouseclick monitoring.
- Agent home-based TeleWorker program keeps your operation fully staffed and on budget.
- Home worker real time productivity monitoring tools - record all calls as mp3 files, use Spy, Whisper and Barge-in models for training and supervision.
- Drastic long distance savings - Increase quality and amount of contacts while reducing your long-distance by 50-85% each month.
Freedom Telework Technology
A Virtual Call Center perfect for Web Retailers, Call Centers, Telemarketers, Customer Service, Outsourcers, Government Agencies, Telephone Companies, Political Campaigns, Collections, Debt Management, Mortgage Brokers, Airlines, Direct Sales Freedom TeleWork is perfect for any business, Not for Profit, or Government Agency who must communicate with customers, donors, or constituents. Whether the communication is via inbound or outbound phone contact or through Chat Agents proactively welcoming visitors to your site and selling product or services, answering questions or pushing content to visitors, Freedom TeleWork has the hosted call center solutions for you. Read More..
Predictive Dialing
This technology answers the problem of low contact rates when calling consumers.
By dialing numerous phone lines for each agent and screening out busy signals, no answers, disconnects, and answering machines, Predictive dialing will increase the productivity up to 300%
Predictive dialing is the perfect technology to increase agent productivity by maximizing their “talk time”. It addresses the problems faced by TeleWorkers in handling outbound Telemarketing to consumers- low contact rates. Read More..
Voice Broadcasting
Voice Broadcaster allows you to run multiple campaigns simultaneously, each with its own call flow and dialing lists. Campaigns can then be modified, reused and compared to get you the results you want. You may start, stop, pause, speed-up or slow-down a campaign from within your Freedom TeleWork Administrator. Read More..