Predictive Dialler
Faster business growth, risk free technology and robust security.
Three great reasons to choose Hostcomm's Dialler Solution.
Faster business growth, risk free technology and robust security.
Three great reasons to choose Hostcomm's Dialler Solution.
Handle high volume calling with ease. You can control the dialler speed from manual "click to dial" to more advanced progressive or predictive modes.
A complete outbound and blended omni-channel inbound solution from a single supplier, reducing your operational costs and admin overhead.
Your service will be hosted on secure UK based servers, dedicated to you, giving you full control of performance and removing the risk of data leaks through tight security.
We have a range of real time and custom and bespoke campaign reporting options to help you manage your campaigns more effectively.
Accept payments from your customers using our integrated IVR Payment system which will shortly be PCI DSS accredited.
Collect customer information accurately and develop your own user scripts to ensure that your customer has a professional experience.
For a full list of features that we offer please visit our Dialler Feature List
If your company makes outbound calls, you can benefit from a predictive dialler for the most efficient way to call contacts and maximise agent productivity. Our hosted predictive dialler can also dial in ratio and manual 'click to dial' mode if that better suits your objectives.
You can learn more about dialling modes in our eBook, The Truth About Diallers.
Reporting on the performance of the entire sales team or an individual agent has never been easier.
The Advanced Agent Activity Wallboard provides a range of views so you can look at the overall performance in different levels of detail.
Agents can be grouped by campaign or split into teams, while team members can be selected and deselected from the wallboard as necessary.
Learn more about how our Advanced wallboards ;overview.
There's also a wide range of standard reporting options available and you can also create your own customised reports. In addition to a large number of metrics that we set up as standard, we can also customise the data view to suit your specific reporting needs. These can be emailed to you or made available as real-time reports accessible from any browser, so you have access to your campaign's performance, wherever you are.
Learn more about our advanced Add Ons and Integrations.
If your contact centre handles credit and debit card payments, you have a duty to protect your customers from fraud. Our agent assisted service requires no training and the agent is not exposed in any way to card data or DTMF tones.
With intelligent-agent scripting, you can keep your agents on-topic while they feel knowledgeable and confident. This makes it easier to sell or to deliver great customer service on every call and collect the data you need. It also works seamlessly with the hosted Contact Centre service.
Here are some of the automation features available:
Call recording is included on all of our services. Here are some of the most important reasons to use our service.
If your agents take payment card information, PCI DSS compliance demands that none of this data is recorded. Our call recording system can automatically remove card data from your call recordings, or pass customers to an automated PCI payment system, helping you stay compliant and within the law.
Our call recording system lets you record calls from multiple locations, reviewing them under a single, centralised interface. This helps your agents who work in different locations, and helps you deal with the complexity of capturing, managing, and auditing your calls.
With a crystal-clear recording of every call made, you’ll gain valuable insight into your customers. You can hear their attitude, their agent experience, and quickly resolve any issues by returning to the calls themselves.
Call recording is the best way to train your agents and develop their skills. It’s also a useful way to spot any bad habits that can be fed back to your teams on a regular basis. You’ll get the information you need to reward your best agents, and save their calls for training others.
Accountability is an essential part of handling your calls. Our call recording system provides you with complete evidence of every call made. You can check calls quickly if disputes or disagreements arise, and always make sure your agents are following your procedures.
Call recording is useless if it’s not easy to search, collate and retrieve them when you need to. While we provide a full call reporting service as part of hosted dialler plans, our call recording interface lets you search for call recordings by a specific agent, or on a specific day - all from any web browser.
Your calls may contain sensitive information or confidential data. We understand how important it is to keep this secure, so your records will be stored within our privately operated infrastructure, behind a robust firewall. Access is only available to you and the people you nominate. Call encryption is also available.
The demands of compliance mean staying secure and keeping data stored for long periods of time. Our call recording system provides you with a dedicated server that isolates your calls from other customers, as well as giving you substantial storage for future data.
With the option for blended calling as well as the ability to schedule Callbacks and inbound call routing you have a contact centre solution that will meet your needs.
Intelligent call routing transforms the customer experience. Going from one which involves waiting on hold or being passed from one department to another, to one in which they get through to the right person, first time.
One of the advanced features of the Hostcomm predictive Dialler, is its ability to handle both outbound and inbound call traffic.
Your customers don’t like waiting in queues. We have an option to allow them to keep their position in the queue and be called back when it is their turn.
Use our dialler calculator to work out the cost of our ideal plan. We offer pay as you go or fully inclusive deals.
Click on the tabs below to learn about more about the features within the Hostcomm Predictive Dialler, that are available to improve your business productivity.
Agent's can:
If your CRM isn’t integrated with a dialler, your processes aren’t at their most efficient. When integrated with the Hostcomm ContactPro hosted contact centre or predictive dialler, your CRM system could have a bigger impact on agent performance, sales, and revenue.
Integrating your CRM and contact centre is a way to present agents with timely information, automate the most common tasks including recording new customer records, and reduce the cost of business. This allows your agents to spend more of their time on what’s important – having more conversations and getting better results. And by consolidating your data into a single resource – your CRM – you can avoid the frustrations and expense of managing two silos of inaccurate or duplicate data.
Some of the Key CRM integrations with Hostcomm’s Contact Pro advanced hosted dialler include:
This simple tool enables your agents to contact customers at a touch of a button. This will improve agent efficiency and reduce errors. Also, by using a single call list obtained directly from your own back office systems, you avoid duplicate and mismatched data occurring.
By integrating Contact Pro into your business workflows you improve the effectiveness of your business processes. We have a number of features that can be built into a complete workflow or be used on a standalone basis for particular campaigns or customer interactions.
Using a piece of user data (e.g. phone number or email address) the dialler will show a screen with relevant client information that has been pulled from the CRM. This means that your agent is key information at their fingertips in order to have a more productive conversation with the caller.
In addition to screen pops the dialler can present a script or scripts for the agent to use. This ensures that customers get the information presale including important legal disclaimers and other compliance wording. It provides a great resource for agent training and provides callers with a highly consistent customer experience.
This can be anything from an initial identity check to collecting information for a sale and sending direct into new business systems without the need to rekey data. This is very important because many sales are prevented or delayed because the right information is not collected accurately in the initial sales call. Surveys save the business time, avoids annoying customers and prevents loss of new business income.
Call recordings are essential for most businesses but they can be awkward to administer. In addition to the problem of storing them securely, it can be difficult to find the call recording required and associate it with a client record.
With Hostcomm’s Call recording facility you don’t have worry about storing them because we take care of this. And with our advanced search facilities, it’s easy to find the call recording you need. And we can hyperlink the call recording to a client record.
The Hostcomm payment IVR and fully complies with the Payment Card Industry Data Security Standard (PCI DSS). So when the customer needs to pay, the agent will switch them over to the payment IVR in order to complete the transaction. Once the transaction is complete the agent can reconnect with the customer to finish the call.
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