Outbound Collections & Telesales

For all your outbound campaigns, Premier Contact Point offers advanced, quality call handling. Today, telemarketing/telesales organisations, charities and collections agencies/departments implement Premier Contact Point as a cost effective approach to undertaking their calls.

Premier recognises the unique requirements for over-the-phone collections and has developed solutions specifically designed to optimise collection. These tools include; predictive diallers, call recording, collection reports, scripting tools, Customer Interaction Management tools and voice broadcasting. We are able to integrate with any debt collection front-end software and required business practices.

Hosted Dialler

Premier Contact Point’s Dialler solution ensures staff make more calls and talk time per hour, thereby achieving higher targets. Instead of going through all the frustration of dialling and connecting to fax machines, answering machines, engaged numbers, disconnected numbers, the telemarketers are instead fed 'live' contacts.

The quality system provides your organisation with greater efficiencies and business continuity, operating either as a 'stand alone' dialler or alternatively with parts of the full Premier Contact Point suite. Improvements in productivity can be further enhanced when combined with Premier Contact Point’s Outbound Interactive Voice Response (IVR) and text to speech applications to provide opportunities for customer personalisation and self-service.

Call Blending

Call blending, where agents are able to both receive inbound calls as well as make outbound calls, is an increasing business practice in contact centres. When an agent is assigned to both inbound and outbound campaigns, they will handle whichever calls are given the highest priority first.

Premier Contact Point’s blended call centre solution improves agent productivity and occupancy rates while the need for complete reliance on workforce management tools is also greatly reduced. Keeping a well staffed centre with both outbound and inbound campaigns is far more productive than relying on unreliable mathematical predictive indicators. Ultimately, blending allows a centre to increase its revenue per agent hour and dramatically enhance agent occupancy rates well beyond normal call centres that lack fully automated call blending capabilities.

Benefits: 

• Eliminates idle time for inbound agents
• Simplifies staff rostering
• Automatically displays caller details
• Increases outbound (generating producing) traffic

Call Recording

The Premier Contact Point call recording system enables the monitoring and recording of calls in 'real time' as well as archiving of voice files for retrieval. Recorded calls can be tagged and searched by Account/Debtor details, phone numbers, date/time, agent and wrap-up. Additionally, call recordings can be tagged for Quality Assurance (QA) and/or auditing purposes.

Agents and supervisors can initiate call recording at any time, on any interaction, in any medium, from any location. Premier Contact Point can also be set up to automatically record a set percentage, number or type of interactions, depending on operational requirements. Recordings can be accessed and replayed at any time for training or review purposes to ensure and maintain that communications are meeting the quality levels desired by the organisation.

Innovative IVR Integration

Premier Contact Point’s advanced IVR system speedily handles mundane transactions while re-directing more-costly human talent to provide personalised services and solve issues. IVR lets your callers help themselves, whether they need to get or leave information, perform a transaction or be directed to someone with particular expertise for help. Callers can use a touchtone telephone or speak their requests (speech recognition technology) and a computerised database will provide step-by-step assistance.

Premier Contact Point’s IVR system can be easily be customised to handle specific business requirements, such as providing up-to-date account information; accepting credit card payments; conducting automated surveys; tracking delivery dates and shipments; providing directions, business hours, fax numbers and parking instructions.

Now you can serve your customers fast, with reliability and consistency, any time they want – day, night, weekends and holidays.

Benefits:

•  Companies never miss an opportunity to serve customers
•  Customers get consistent responses any and every time
•  Simple menu-guided prompts to reach people, services, information needed

Outbound Voice Portal (IVR) & Email Distribution

For straight-forward communication requirements, outbound IVR delivers automated outbound calls to your selected contacts, delivering predefined scripts customised for each contact, saving your agents to deal with customers requiring direct contact.

Premier Contact Point efficiently handles the volume of email messages by providing service levels, prioritisation, queuing, auto acknowledgement, auto response and reporting to those customers utilising email as their preferred contact approach.