First Contact is configured by default to rotate through each prospect in turn to ensure that all of your prospects are called. However, you have full control to change these settings on campaigns which will alter how prospects are assigned to agents.
First Contact provides agents with the facility to view availability and book appointments for sales representatives or external agents.
For each campaign, you may specify the order in which call lists are processed, altering how prospects are assigned to agents.
Set the permissions on each call list for each team or individual users depending on skill sets or geographical location.
Specify what information is stored against an appointment, including fields from the prospect such as contact details.
Automatically change the status of your prospects as they travel through your process. Create individual scripts that are used to call prospects
Comply with regulations by uploading your Do Not Call list to prevent any prospects with these telephone numbers from being assigned to your agents. Agents can respond to a prospect's request to be added to the Do Not Call list in real time during a call.
When working across multiple time zones First Contact can be configured to ensure that prospects are called at the right time of day in the prospect's local time zone, reducing the number of dropped calls.
Call backs are given top priority and are routed to the next available or a specific agent as soon as they are due. You can configure your campaign so that call backs are returned to the agent that originally booked the call back.
First contact is the 'glue' for any organisation that wishes to improve the efficieny of their outbound and inbound telemarketing campaigns or customer service interaction by connecting telecoms, scripting and CRM.