Technology
WERRCOMM Solutions Inc. offers leading edge technology that is designed to maximize efficiencies for both our centers and for the results that we provide our client partners. The system strategy that we strive to employ is highly flexible, fault tolerant and redundant wherever possible. The networking architecture provides for flexible, manageable and secure interconnects with our customers. We have engineered and implemented a common platform for all call center technology including centralized reporting and data warehousing.
WERRCOMM Solutions Inc. IT systems have been designed with an understanding that the accelerated pace of the Call Center Industry cannot sustain the technical challenges posed by a fragmented solution. We provide a common platform that provides fast and adaptive implementations and sophisticated visualization of results. Our IT Department operates 24 hours/day seven days per week
Outbound Functionalities
- Automatic Outbound Dialling, predictive, progressive, preview and broadcast mode
- Automatic detection of wrong, busy and disconnected numbers
- Automatic answering machines detection
- Skill based routing
- Management of Maximum number of rings
- Wrap up time configuration
- Call distribution to skill groups
- Automatic call back at fixed time and dates
- Operator management
- Call file management
- Real time call file management
- Customized Call Display
Scripting
- Personalized script generator
- GUI Toolbar for database connectivity, rebuttals and multi media actions
- Pop-up interface functionality
- Automatic call recording
- Conditional branching
- Script generator branching verification
- Database connectivity
Supervisor Functionalities
- Unified Supervisor Screen
- Agent, campaign, group, inbound, outbound etc… real time supervision
- Real time ratio statistics
- Cross reference results per Agent basis
- Alerts depending on agent performance
- Quality assurance recording
- Supervisor Voice interaction
- Agent status notification
- Queue real time performance monitoring
- Local Supervision
- Remote supervision capabilities
- Remote voice monitoring
- Detailed and real time file analysis and agent qualifications
- Production statistics by campaigns and by agent