When answering calls for hundred or even thousands of different customers, the first thing the software has to do is pop the screen with the DDI (Direct Dial Inwards) number called and the company greeting associated with it. This tells the operator how to answer that particular call and what company they are answering it for. This is achieved by the TAPI (Telephone Applications Programme Interface) 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
Shown below is a screenshot of another call centre software package - Dynamic Plus.
Call centre software needs to tell the operator what questions to ask and what information to take. Rocket has two software solutions 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 software products on the market today.
Shown above is the call script editor for call centre software, Dynamic Plus. Dynamic Plus uses a very simple script language to produce custom scripts for each individual customer.
Busy Call Centres - Easy Call Centre Software
An important situation which needs to be handled is when the next call comes in to an operator before he or she has finished inputting the details for the last call. Both Rockets' call centre software, Ansaplus and Dynamic Plus handles this situation but in different 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.
Call Centre Software - Message Delivery
The messages and details taken by all of the operators in the call 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
Call centre software: 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. Making Rocket call centre software the easy to use and control.
Other features within Ansaplus:
- Phone controls via software
Allows the operator to answer, hang-up and hold the call using the software instead of the phone. - Automatic spell checker and word suggestion
To insure all message are sent with correct spelling. - Internal mail section
For communication with the operators without the requirement of Outlook. - Operator status
To see if other operators are on the phone and what extension they are on. - Call ID and history
If the caller has called before his name will be displayed. - Colour coded instructions
Allows the supervisor to emphasize important instructions. - Manual summaries
Allows the supervisors and operator to give customers messages via the phone. - Live call listening
For quality and training purposes - Manual call flow popping by DDI or Campaign Name
For testing and training purposes. - Built in web browser
Handy for the operators when inputting customers messages / orders via there own website.
Ansaplus and Dynamic Plus are simply must have software for any call centre. Call 0845 372 9000 or download our brochure today.
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