Tele Marketing

Telemarketing is the ideal solution for Companies that are launching intensive sales drive. However, manual dialing ties up agents in the repetitive task of dialing and waiting for an answer. BPPL is a preferred choice for marketers looking for improved marketing and sales potential through enhanced CallCentre agent productivity. Compared to a predictive dialer, manually dialing phone numbers wastes over 75% of each hour. Using the Auto Dialer function of BPPL Dialer, businesses can benefit from increased efficiency and reduced cost. The Auto Dialer can also filter out calls in the Do Not Call list.

With Auto Dialer, agents save time on dialing calls manually and waiting to be answered. This frees up trunk lines to make more calls.

BPPL Dialer provides various other dialing options to suit ones needs:

Preview dialing enables agents to preview call before calling

Confirmed dialing ensures an agent's availability before calling

Manual dialing provides a built-in directory for click-to-dial

Power dialing is based on predefined line-to-agent ratio

Smart dialing is based on customer information such as time zone, multiple telephone numbers, and preferred calling time

Predictive dialing is based on the average call handling time, average ringing time, and the current status of an agent call

Other Features

Reporting and Analysis

Agent Reports	Agent-wise reports can be created for both inbound and outbound calls. Agent performance can be monitored by creating reports on number of calls handled by an agent and the average talk time. The total number of outbound calls made by an agent can also be measured.
Agent Group Reports	The effectiveness of an agent group can be measured by creating reports categorized by agent groups. Different matrices can be measured such as number of calls handled by the group, number of calls abandoned, total number of outbound calls, average wait time for calls etc.
Time Report	BPPL Dialer helps ensure efficiency by providing relevant performance- and time-tracking reports. Reports on average wait times, percentage of answered and abandoned calls, and call volume figures (phone numbers dialed/connected/abandoned) are just some of the values that can be plotted for a specified time interval.
Graphs	A graph can be plotted for each report that is created in BPPL Dialer. Based on the figures in a report, a pie chart, bar chart or line graph can be created with a single-click action. Graphs are a valuable tool in analyzing contact center performance and making improvements.
Real-Time Statistics	Supervisors can view the current statistics for a campaign, agent or agent group at any given time. The state of an agent or campaign can be monitored.

Call Recording

BPPL Dialer integrates a digital recording system (TeleDRS) that can be used to record and archive agent customer transactions. TeleDRS

helps in save money on investing in a separate recording system – a perfect solution for getting genuine sales

Usage Scenario

TeleDRS is becoming essential for CallCenters with legal transactions such as debt collection centers and banking and financial institutions.

It helps to create a favorable company image and reduces conflict resolution costs. TeleDRS is also a preferred method to monitor agent

service quality. It can be used to identify agent training issues and for performance evaluation. Archived records can also be used to analyze

sales trends.

To ease the process of recording, storage and retrieval, TeleDRS provides many features including support for:

Recording both incoming and outgoing calls.

Searching for calls based on date, time, phone numbers or extension numbers.

A player with pause, skip, fast-forward, rewind and play functions.

Replaying a conversation while recording.

Flexible storage options.

Easy retrieval of archived calls.

System security and data protection while retrieving recorded data.

Administrator Features

Intelligent Call Routing	BPPL Dialer can be easily configured to route incoming calls based on customer requirements and agent skills. Call routing is completely customized to meet the demands of a dynamic call center environment. Skill-based routing enables more efficient call handling by matching customer requirements with agent skills.
Interactive Voice Response (IVR)	Callers can be prompted by a pre-defined IVR plan to select a menu option number based on the purpose of the call. Calls can subsequently be routed to the appropriate agent group or agent.
User Roles	Different types of users can be created in BPPL Dialer, such as administrator, supervisor and agent.
User Permission Levels	The permissions granted to each user can be configured such as restricting certain agents from instant messaging or transferring calls.

Campaign Management

Campaign Configuration	BPPL Dialer provides an intuitive GUI to define, implement and modify different campaigns easily. Each campaign can consist of multiple agent groups and agents with specific skill ratings and skill priority. Campaign strategies such as retry policies can be easily configured. Supervisors can also plan resource usage by allocating trunks for a campaign.
Customer Management	Using BPPL Dialer, one can ensure that customers are contacted at a time and phone number that they prefer. BPPL Dialer maintains a list of preferred phone numbers for each customer as well as the preferred calling time. In addition, BPPL Dialer calculates the customer time zone based on the area code to ensure that customers are called during normal waking hours.
Predictive Dialer	The predictive dialer continuously polls call statistics such as average talk time and ring time and projects agent availability before placing a call. If the number of abandoned calls increases, the predictive dialer automatically adjusts the rate of dialing to match agent availability.
Call Blending	The dialer is capable of blending calls allowing agents to switch duties between incoming and outgoing calls. Calls can also be switched between live agents and IVR scripts. Based on the current demands, supervisors can modify agent duties. For example, if the inbound traffic increases, incoming calls can be routed to agents that are part of an outbound campaign. Similarly, if inbound traffic decreases, agents of an inbound campaign can make follow up calls to customers.
Response Handling	BPPL Dialer can identify a fax tone and mark the phone number as a fax number. Such numbers are not dialed again. Similarly, BPPL Dialer can identify an answering machine and can be configured to either leave a predefined message or mark the number for retrial at a later time. BPPL Dialer maintains the status of the last attempt for each call. Based on this status, the dialer initiates attempts to retry the number.
Campaign Supervision	Supervisors can monitor the status of a campaign. Based on the statistics for successful calls, abandoned calls, busy calls and unanswered calls, supervisors can take real-time decisions such as adding or removing agents from a campaign while it is in operation.
Call Dispositions	Supervisors can provide customised call results or dispositions for each campaign.
Multiple Campaigns/Agent	Agents can be assigned to multiple campaigns at the same time.
Dialing List	The dialing list for a campaign can be easily imported from a CSV or Excel file.

Supervisor Features

Agent Monitoring	Supervisors can 'barge into' an agent's conversation to monitor service quality. Supervisors can also monitor agent status, which reflects whether an agent is handling calls, away from the desktop or any other status specified by the agent.
Agent Group Management	Supervisors can set up agent groups for efficient utilization of system resources especially agents. Based on the agents comprising the group, a skill set can be defined for agents and agent groups. Skills can be rated to ensure calls requiring specific skills are routed to the proper destination. Supervisors can also move agents across agent groups, create new agents, agent groups and skill sets or remove old ones.
Queue Management	Group supervisors can configure overflow and special agent groups to handle calls when the load on an agent group increases. They can also change a call priority in real time or transfer a call in the queue to an agent or agent group of their choice. Supervisors can configure the maximum time for which a call should be queued or the maximum number of calls permitted in a queue.

Agent Features

Reader Board	Agents can view the call status for all the agent groups to which they belong. Real-time call information is displayed on the agents' console. The information includes the number of calls in queue, the maximum wait time for a call and the total number of calls handled or abandoned since the time the agent logged in.
Softphone	Using the agent console, an agent can enable the headset mode. This enables the agent to use a headset and perform all phone operations by using the console. Agents can answer calls, transfer calls, hang up and perform all other call-related functions using the interface.
Screen Popup	Information about incoming calls, such as calling number and customer details, is displayed in a pop up. Each time a call rings at an agent extension, the popup is displayed on the agent's desktop. This enables agent to handle calls better and improves call service quality.
Instant Messaging	Agents can communicate with other agents or supervisors using the built-in messenger. Agents can send a message to multiple recipients at the same time.
Call Management	Agents can transfer calls to another agent, agent group or an IVR plan. They can also include an internal or external third-party in a conversation to create a 3-way conference call. They can also place calls on hold.
Call Recording	Agents can record a call that is in progress. The recorded call is saved as a .wav file, which can be retrieved when required.
Remote Login	Agents can login remotely from any geographic location.
Call Scheduling	Agents can schedule calls for call back at a specific time. A pop-up with the customer information reminds agents of scheduled calls.
Call Wrap Up	Even after hanging up a call, agents can enter information about the call for future reference.
Call Queue	Agents can maintain individual call queues which include calls that are on hold for them - the queue can include calls that agents parked for themselves or calls that other agents parked for them.
Calls History	Agents can view details of previous incoming and outgoing calls.

Apart from above, it’s the crystal clear vision of BPPL to provide the best of the services to industry

Through best of available technology and business practice that has graduated BPPL from one of the

many contact centers to one of the leading CallCentre in India