Reach out to your customers in a managed way

In accordance with policies and operational requirements, companies need to contact their existing and potential customers by telephone for several reasons. Among these, tele-sales, collections, courtesy and welcome calls are considered to be some of the main outbound activities for today's business needs. Companies engage a significant number of staff in these activities.
Various departments such as marketing, sales, customer services, billing, collection and recovery gather target clients and then prepare lists for outbound calling staff. The target lists are then handed over to staff that is assigned to make calls. These outbound agents use a phone set and manually dial the numbers. After each dialing attempt, agents keep a manual paper based log of dialing result, feedback received, talk time, number of attempts, numbers already dialed, etc. These paper based logs are then returned to the originating department for further processing.
The manual procedure for outbound dialing poses many challenges and limitations to a business. First of all, the processing of each call takes longer and agent performance is difficult to measure. Next, the lists of target numbers are paper based and cannot be shared among agents resulting in inefficient call distribution. Furthermore, the manual logging lacks precision; there is no quality assurance option and no tools for conflict resolution or call auditing. Finally, accurate reports showing different aspects of outbound dialing process are not easily available in the manual approach.
OneView Outreach solution by ZRG addresses these limitations of the traditional manual approach and provides a robust and versatile platform for managing the outbound dialing function. OneView Outreach offers a high degree of flexibility, control and manageability to the call center manager to carry out several types of calling campaigns simultaneously. The outbound agents use a headset and an on-screen Soft Phone that helps them become more efficient and productive. It also helps the management in conducting outbound campaigns with complete documentation of activities and agent performance.
ONEVIEW OUTREACH ADVANTAGES: OneView Outreach solution for outbound campaign management can help your business in generating new revenues and in managing your customer relationships.
Increased staff productivity: OneView Outreach provides all the capabilities that are required to make your outbound agent more effective and better prepared for customer interaction.
Conduct multiple campaigns simultaneously With OneView Outreach, you can simultaneously run and manage multiple campaigns. The target numbers, scripts and interaction screens are based on type of campaigns assigned.
Scalability You can have from 8 agents to hundreds of agents at a single location or you could choose to distribute your operations at two or more separate locations. The OneView integration layer allows you to view the campaigns and locations individually or in a consolidated way.
Documentation & Control With OneView Outreach, every outbound dialing activity is documented, helping you in generating various statistical reports for business and performance analysis. The supervision tools allow you to monitor your staff's activity and help you in managing service quality.