Technology
   



    The supervisor application enables/disables list and campaigns, controls dialer pacing, provides daily statistics and produces real-time reports. Supervisors have control over campaign configuration, as well as complete campaign management, agent monitoring, coaching and recording.

The following are some of the salient features:

Initiates campaigns, creates and manages call list.
Views all stations connected to the system - including daily statistics.
Monitors agent and campaign activities in real-time (talking, paused, available, log on/log off status, talk wrap-up and wait times per agent).
Monitors the status of active and inactive campaigns.
Monitors the progress of all inbound and outbound calls.
Monitors ACD Queue activity.
Logs agents on and off campaigns.
Records, monitors and allows private coaching or conferencing with agents.

Administrator Workstation:

An integrated set of utilities to assist with campaign Design and Management,
Agent file Maintenance, "Dial" file creation and campaign Management routines.

Functions of the Administrator Application are
Agent setup and security management.
Configuration of agent skill groups and campaign access.
Complete campaign setup and configuration.
IVR setup and implementation.
Inbound call routing rules and configurations.
Database selection criteria and outbound campaign loading.
Standard and customized system reports.
Communication:
Internet Bandwidth:
1 MBPS premium 1:1 raw bandwidth on Copper cable from Southern online.



Security Policy
Taurus Info Cyberabad, Andhra Pradesh, India follows the security policies and procedures as per the BS7799 security guidelines. Here is a brief of the security policies implemented by Taurus Info at its International BPO center.

Information Security
Taurus Info BPO has implemented the information security policies keeping in view the systems capacity to carry the process, protection of Data, hardware maintenance, resilience and down-time.

Server Technology
Seamless Predictive or Power Dialing reduces wait time for agents, which will increase agent's productivity.

Interactive Voice esponse (IVR) reduces call queues and agent count.
Automatic Call Distribution (ACD) with Intelligent Routing: Skill based routing for total customer satisfaction using
DNIS (Dialed Number Identification service),
AM (Automatic Number Identification) and
DTMF (Dual Tone Multi Frequency).


Dynamic Call Blending: Both inbound and outbound calls are blended boosting center's productivity.
Call Transfer: Provides easy transfer of calls to other agents or IVR system.
Call and Agent Reporting provides real-time reports for Managers and generation of client reports.
Call Recording, Monitoring, Coaching, Conferencing, real time reporting, recording for reviewing and training.


PC-Based Telephony. Puts phone right on the computer screen, making phone functions simple and efficient.
Agent Scripting contains a built-in browser application for easy data collection directly into agent scripts. Simple drag and drop technology to modify scripts, dynamic update of surveys.
Multiple Simultaneous Campaigns option to run several outbound and inbound campaigns hence to maximizing the agent productivity and optimizing the line usage.
Database Integration: Usage of Existing ODBC database in any campaign.
Broadcast Voice Messaging: Uses auto-dialing capability for multiple contacts useful in applications like lead generation and appointment confirmations.
Remote Agent Log-On removes geographic restrictions and gives managers unlimited contact center options.
Music or Message On-Hold for professional image.
Voice Messaging mailboxes set up for every CSR to avoid missing important calls.


Real time Reports
Runs real-time reports of each agent's activities.
Controls dialing campaigns from any network node or from an off-site location.
Can set separate dial pacing for each campaign depending on drop rate.

Agent Workstation
provides the agents access to sophisticated call processing features such as Record-a-Call and Call Transfer. Agents can set up conference calls to third parties, as well as receive inbound calls and "make" predictive calls. All of this is done from a single, simple user interface.
Agent Scripting uses an embedded web browser. Customer responses can be entered directly into the agent's script or into an existing database.

 


 
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