Given today’s fiercely competitive business climate, providing the most timely and appropriate response to every inbound customer call is imperative. Through our Call Management Services, PRC utilizes smart technology to identify your callers, understand their needs and direct them to the appropriate call center agent in just seconds, helping you to maintain the highest levels of service and efficiency. Across multiple locations, PRC’s Call Management Solutions allow our agents to:
Inbound Intelligent Call Routing
Through our Call Management Services, PRC has the capability to perform intelligent call routing and distribution for all incoming voice interactions. Using carrier-provided Call Percent Allocation services or software packages such as AT&T’s Route It!SM suite, PRC is able to distribute and route call volumes to multiple contact centers. PRC Avaya ACDs support full integration with Cisco ICM and Genesys intelligent call routing solutions. In addition, PRC Avaya ACD's utilize an advanced EAS feature set to support several methods of call prioritization, queuing, and distribution to ensure the most qualified and available agent receives each call. By leveraging VoIP technologies, each ACD supports the delivery of calls to multi-site virtual agent pools for distributed call handling.
To address dynamic routing capabilities, PRC has extensive experience in the development, deployment and support of CTI-driven call delivery mechanisms and currently has deployments utilizing both Geotel (Cisco ICM) and Genesys for intelligent network-level call routing options. These enterprise solutions provide flexibility for clients that require the ability to load-balance call volume between multiple centers as well as route calls within the network carrier cloud based on pre-defined business rules.
With a centralized view of the multi-site contact center environment, a Network Routing solution can effectively balance the load of incoming traffic among all of the sites. This results in lower telephony costs and greater responsiveness to customers as call transfers and caller wait times are minimized or eliminated. In addition, load balancing means that individual contact centers do not experience peaks and valleys in call traffic, and agents are more productive throughout the day.
Once the call has been delivered to the appropriate contact center, local routing is applied. All of the Avaya switches have the latest releases of switch software and are capable of multi-functional local routing within programs. Call routing can be performed based on IVR prompting, where the caller selects from a variety of pre-programmed options, determined by the client’s requirements. Routing telephone number (RTN) can also be used to direct an incoming call to a specific service or skill set. For example: calls can be routed based on CTI, DTMF tones, 800#, DNIS, etc., to a specific agent group or even individual based on requirements. Additionally, calls can be assigned priorities in the queue as deemed appropriate by the client. Calls can be queued to multiple splits, routed to alternate facilities or receive special announcements. All routing will be configured based on client requirements for effective call handling.
Outbound Predictive Dialer
PRC uses the SER® Predictive Outbound Dialer platform within our Call Management Services. The SER dialer is an integrated voice and data system for call center outbound automation. It provides sophisticated algorithmic dialing. The EIS Call Manager consists of two main components, the Call Manager and the Call Processor.
Call Manager
The Call Manager controls campaign data. It supports agent stations and provides supervisory control of the calling campaign, as well as generating detailed statistics and reports on campaign results. The Call Manager is loaded with a database of call records for each active campaign.
Call Processor
The Call Processor dials calls, detects live connections, and passes them through to available agents. The Call Processor receives numbers to be called from the Call Manager. A sophisticated algorithm adjusts the dialing rate according to changes in conditions, agent availability, phone line utilization, frequency of connections, and agent rest time between calls. The dialing rate is controlled precisely, minimizing abandoned calls. A patented voice recognition system in the Call Processor detects a human voice within 20 milliseconds and connects the call to an available agent station.
Simultaneously, the Call Manager displays information about the called party on the Agent station screen. Each call that is received by an agent is coded with a call outcome or “disposition.”
Call Recording
In the scope of our Call Management Services, PRC employs the NiceUniverse® Call Recording platform. This platform allows us to retrieve monitoring sessions by agent, date, time, or by defined customer information. NiceUniverse® allows you to capture agent screen activity and audio through pre-recorded or live monitoring.
NiceUniverse® is a comprehensive, web-based application for quality management. With its robust reporting capabilities, it handles automated recording, tracking and analysis of agent performance and customer satisfaction. Quality monitoring reporting can be accomplished on a site by site and/or a multi-site basis.
NiceUniverse® can be utilized across multi-site programs and call centers to provide a universal platform with consistent quality assurance controls in place for fair, equitable, and accurate monitoring and reporting.
Key functionality of the NiceUniverse® platform includes:
Learn More about Our Call Route Management Services – Contact PRC Today
PRC offers comprehensive Call Route Management Services that can be tailored to fit your unique needs. For more information on how we can help you maximize the value of your customer relationships, please contact us at 888-CALL-PRC (888-225-5772).
