TeamMax Call Center Editions
TeamMax Call Center Software comes in two editions.
The Advanced Edition has extra features that the Standard Edition does not have.
The Advanced Edition has a Contacts directory, supports multiple layouts, has extra data fields, has transfer tools, agents can view lists, allows global call backs, play/record functions, can set agent restrictions, and has prompt tips.
Contacts Directory
The Advanced Edition gives you a Contacts directory to allow you to keep contact details for those telephone numbers you call regularly. This allows you to build up a call history for the contact. For each telephone number record if you select to use the Contact Card in the agent software then TeamMax will check the Contacts directory for each Dial Card number.
The Dial Card number is the telephone number in the campaign you are working on. The Dial Card in the agent software holds the details about the telephone number for the campaign. If that telephone number is found in the Contacts directory it will display a Contact Card for it to the right of the Dial Card in the agents screen.
In addition, if your business calls contacts regularly you can keep the contact details in the Contacts directory and then make a campaign to call at the click of a button. You can group contacts by a classification, for example assign them to a calling cycle of 1 month in the year, and then create campaigns based on the calling cycle classification.
Supports Multiple-layouts
TeamMax allows you to have multiple campaigns and to assign different Teams of agents a campaign to call. In the Standard Edition the layout of the Dial Card is the same for all campaigns however with the Advanced Edition you can set a different layout for each campaign. This is especially desirable when campaigns hold or collect different types of data for different types of campaigns.
Extra Fields
In both the Standard Edition and the Advanced Edition you have fields such as Telephone, Address, City, State, Post Code, Country, First Name, Last Name, Full Name, Salutation, Response, Call Back Date Time, Business Name, Industry, Credit Card details, Appointment Date, Appointment Day, Rep, Email, Web Site, Classification, and Fax. You also have 10 Text fields and 5 drop down lists. In the Advanced Edition you have an additional 10 Text fields, 5 Yes/No fields, 5 Date fields, 5 Currency fields, and 10 Numeric fields.
Transfer Tools
In the Advanced Edition the manager has access to tools that allow you to transfer dial records. It allows you to transfer call back records to a different agent, call back records from one campaign to another, and records to another campaign based on the response of a calls made.
View Lists
With the Advanced Edition agents can view lists of Calls Made or scheduled Call Backs and then easily retrieve that record back again by double clicking the record in the list.
Global Call Backs
The Advanced Edition allows you to have global call backs across campaigns. This means that if you are working on a new campaign but a requested call back falls due from a different campaign the TeamMax Server will send it to the appropriate agent. It also means that future call backs from all campaigns can be view in the TeamMax Agent software when the agent views the future call backs list.
Play/Record Functions
The Advanced Edition agents can play a pre-recorded wav file to voice mail they encounter. Another use for this feature is if they encounter a language they don’t speak they can play a pre-recorded message in that language to the person who answered the phone. It is also possible to record part of the conversation to a wav file. For example this could be useful to record credit card approvals. These features require the hardware to support playing and recording of wav files.
Agent Restrictions
The Advanced Edition allows the manager to configure the agent software so that the agent must select a Response before they can edit the Dial Card data. They can also cause the cursor to jump to a particular position in the Dial Card after a Response has been selected. The Advanced Edition also allows you to force the agent to select either a Reponses or a Call Back before they can move to the next record.
Prompt Tips
Using the Advanced Edition allows the manager to set a Prompt Tip for each field in the Dial Card. The Prompt Tip is a short sentence that prompts the agent what to ask the person they have called. As the agent moves down the Dial Card from field to field the related Prompt Tip is displayed in the Prompt Tip window.
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