The software developers at Rocket have 24 hour call centres, so they know exactly what the software needs to be able to handle.
When answering calls for hundred or even thousands of different customers as Rocket does. The first thing the software has to do is pop the screen with the DDI number calls and the company greeting associated with it. This tells the operator how to answer that particular call. This is achieved by either first party TAPI (Telephone Applications Programme Interface) or third party TAPI driver telling the software what DDI number the caller has called. Understanding and interpreting TAPI drivers with different pieces of software is something that Rocket has a lot of years experience with.
Call Centre Software - Dynamic Plus
The next thing the software needs to do is tell the operator what questions to ask and what information to take. Rocket has two of their own pieces of software for this. The first is Ansaplus which has static fields for basic message taking. Dynamic Plus which has a custom script for each customer. Ansaplus is best used to cover lots of customers who require basic message taking. This is because Ansaplus is very fast and simple to set up new customers. Dynamic Plus is best used for customers who want the operator to ask specific questions and take specific details from them. Dynamic Plus takes longer to set up but is still quicker and easier than any other scripted call flow products on the market today.
Busy Call Centres
An important situation which needs to be handled is when in busy call centres another call comes in to an operator before he or she has finished inputting the details for the last call. Both Rocket’s Ansaplus and Dynamic Plus software handles this situation but indifferent ways. Ansaplus handles this by automatically saving the message and flagging it as unfinished. The operator can return to the message and complete after finishing the current call. Dynamic Plus handles this by allowing the operator to answer the next call by presenting the next greeting while still finishing the current script.
Message Delivery
The messages and details taken by all of the operators in the centres are sent to each company and the individuals within the company via Rocket’s “message delivery system”. The message delivery system can send the messages in emails, SMS' and Faxes. It also sends batches of messages in Fax or Email summaries at chosen intervals during the day.
As well as taking calls and sending messages both Ansaplus and Dynamic Plus log statistic and monitoring information about each of the operators. The information is as follows:
- Time taken to answer call
- Call duration
- Call DDI
- Call CLI
- Time and date of call
- Pod extension
- Phone status
Operator Reward Points
Ansaplus and Dynamic Plus reward the operators with points as defined by the company’s set up. The reward points can be enabled or disabled for individual operators
Administration and Monitoring
Individual customers are set up in the Administration program which also handles and monitors the operators and the messages they have taken. Dynamic Plus also has a script editor for building customised call flows. The script language is very simple to learn and editor even has wizards for inserting the initial code.
Other features within Ansaplus:
- Phone controls via software
- Automatic spell checker and word suggestion
- Internal mail section
- Operator status
- Call ID and history
- Colour coded instructions
- Manual summaries
- Live call listening
- Manual call flow popping by DDI or Campaign Name
- Built in web browser
Ansaplus and Dynamic Plus are simply a must have for any call centre.
