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Dialer

Incoming

  • Sequential
  • Sticky
  • parallel
  • Round Robin
  • Outgoing

  • Predictive
  • Progressive
  • Sequential

    Sequential Forwarding is an efficient system used to deliver a call to down a list of predetermined phone numbers. The benefit of sequential forwarding is the assurance that every call is acknowledged and answered. If an attendant is already on the phone or away from their desk, the call is simply forwarded to the next available attendant. This helps to minimize the ratio of unanswered calls.

    Sticky

    Sticky agent is a person who will pick up your call every time you contact customer support/ service for a query. It saves valuable time of both customers and agents as they don’t have to repeat the same conversation again.

    parallel

    Simultaneous ring allows you to forward calls from a single number (VMN/Long Code/Mobile Number) to two or more phone numbers. This is an included advanced feature with your toll free number. All enabled phones will ring at the same time, but the call will only connect to the first person that picks up the phone. Simultaneous ring is valuable for a business and has several different uses.

    Round Robin

    Call Cascading or Round Robin Call Distribution lets you route your call to right agent. Simply set your preferred order of recipient phones in your dashboard and calls will come to the recipients in that order.

    Predictive

    The most intensive solution is the predictive dialler. With the progressive dialer although calls are made as soon as advisors are available many of those calls incur a long ring time, are engaged or hit an answer-phone – all wasted time with an advisor on the end of the line. The predictive dialler determines that a percentage of calls will be unsuccessful and therefore over-dials connecting ‘live’ callers to the advisors as soon as they come available. Predictive dialers are typically used in very high volume low margin outbound contact centers where the efficiency of the advisors and the cost per call are paramount – seconds matter

    Progressive

    A progressive dialer removes the option of when the next call is made from your advisors. On completing the previous call (or moving from “Wrap-up” to “Go ready”) the system automatically dials the next number on the list. This removes the wait time between calls and can improve productivity significantly.


    Interactive Voice Response (IVR)

    Interactive Voice Response (IVR) technology is a phone-based customer self-service system by which customers can get information and perform basic functions through the phone system without the aid of a live agent. IVR is often used for such purposes as checking an account balance, making a payment, or resetting a pin number. One of the pitfalls of IVR is that it can confuse customers, who then choose to bypass the automated system. However, with chickchick, it is easy to design an intuitive self-service system that utilizes chickchick advanced voice recognition technology, helping your customers solve problems faster, freeing up time for your agents to focus on higher-value interactions, and boosting your customer satisfaction scores.


    1. Cut Costs, Free Up Agents
    2. Chickchick IVR enables you to cut costs by automating routine calls. This allows your agents to focus their time and energy on higher-value interactions.

    3. Easy to Design
    4. Set up and make changes to your IVR system easily using the drag-and-drop chickchick IVR Designer. Add new prompts, callback options, or data queries in seconds.

    5. Streamlined Experience
    6. Quickly identify customers and personalize the self- service flow. Data collected by the IVR is routed through the chickchick ACD, ensuring knowledgable support.


    Automatic Call Distribution (ACD)

    Automatic Call Distribution (ACD) systems distribute phone calls and other types of contacts to agents at a contact center. ACD software is typically used when there are high volumes of calls that require sophisticated routing rules to determine the most appropriate agent to handle each call.

    In the past, sophisticated routing required a technical team. With Chickchick, even non-technical users can easily set up and make changes to the ACD system.

    Because Chickchick is in the cloud, your contact center isn’t constrained by physical boundaries. Whether you have one contact center, multisite contact center operations, or distributed at-home agents, the Chickchick ACD system finds the best available agents wherever they’re located.


    1. Routing Across Channels
    2. Leverage business rules to prioritize different channels and interactions and decide which resources best fit a customer’s needs based on their history.

    3. Self-Sufficiency for Users
    4. Set up and make changes to your IVR system easily using the drag-and-drop chickchick IVR Designer. Add new prompts, callback options, or data queries in seconds.

    5. Change Routing Strategies
    6. Create virtually any routing scenario in just minutes with simple drag-and-drop icons. On-the-fly changes can be immediately deployed to your operations.


    Predictive Auto Phone Dialer and Outbound Features

    1. Predictive Diale
    2. Power Dialer
    3. Campaign & List Management
    4. Data Import
    5. Quality Management
    6. Real-Time Recording
    1. Web Callback
    2. Call Recording
    3. Historical Reporting
    4. Contact History Database
    5. At-Home Agents
    6. Dialer List Management
    1. CRM Integrations
    2. DNC Compliance
    3. Preview Dialer
    4. Progressive Dialer
    5. Drag & Drop Script Design
    6. Web Callback

    Predictive Dialer

    A predictive dialer is an automated telephone dialing system that enables call center agents to dramatically increase their number of live connections. Predictive dialers connect agents only to calls that are actually answered by people, freeing agents from the need to listen to unanswered calls, busy signals, disconnected lines, or answers from fax machines, answering machines and other automatic services.


    Predictive dialers use mathematical formulas to predict both the average time it will take for phone calls to be answered and agent availability, and adjusts the dialing rate accordingly. Predictive auto dialer software learns to anticipate when agents will become available and speeds up and slows down the dialing rate accordingly. Good predictive dialers can also analyze unsuccessful calls to determine if the number needs to be called back later or requires special handling, such as a manual call by an agent.


    1. Keep Agents at Peak Efficiency
    2. The Chickchick Predictive Dialer uses artificial intelligence to predict when agents will become available, and adjusts the dialing rate. The auto dialer also analyzes unsuccessful calls to determine how to call back later.

    3. Increases ROI
    4. Studies indicate that the Chickchick Predictive Dialer triples talk time, with agents talk time skyrocketing from 15 minutes per hour with manual dialing to 48 minutes per hour.

    5. Multiple Dialing Modes
    6. Chickchick offers a variety of dialing modes to suit your needs. And the auto dialer accounts for time zones and list penetration and can be customized to meet your compliance and business needs.


    Customer Experience Matters

    Customer service is more strategically important than ever before, and customers are also more demanding than in the past. With Chickchick, you can close the gap between your customer service goals and the service you are actually able to deliver. With sophisticated features like ACD intelligent call routing, customer self-help through IVR, and CTI screen pops to inform agents of customer history, Chickchick inbound contact center has all the tools you need to deliver exceptional inbound customer service to even the most demanding customers.


    Chickchick also provides advanced workforce management tools to help supervisors maintain high-quality service. With real-time and historical data insights at your fingertips, you can transform your contact center into customer service centers of excellence . And because Chickchick is in the cloud, your agents can log on from anywhere — all they need is an internet connection.


    56%

    • of companies use customer service to differentiate themselves from their competition

    60%

    • of consumers will always or often pay more for a better customer experience

    86%

    • of consumers quit doing business with a company because of a bad customer experience

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    • +0120-2420206
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