First Contact provides you with everything you need to ensure your campaigns run smoothly. You have complete control of how prospects are assigned to agents.
Within each campaign, prospects may be grouped into different call lists. These call lists can then be used to change the order that prospects are assigned to agents.
Create customized, branch-based, scripts that guide agents through each call. Agents use these scripts to collect information and follow the flow of the call depending on the responses entered.
Managers can report on campaign performance, track the progress of every prospect and monitor agent activity in real time.
Within each campaign, prospects may be grouped into different call lists. These call lists can then be used to change the order that prospects are assigned to agents. You can specify which agents have access to the prospects for each call list.
With the user-friendly import wizard you can import prospects into call lists from the following file formats; Delimited File, Microsoft Excel, Microsoft Access. If you are sent prospect data from other sources, including third party lead generation companies, our custom developments team are on hand to ensure First Contact is ready to receive it.
Customise the information you collect for each prospect by creating an infinite number of custom fields. Fields can be created for all of the common data types, including;Text, Number, Date and Time, Checkbox, Drop Down Lists, Multiple Choice Options. All fields can be used in scripts so that agents can record valuable information during each call.
Allow agents to retain ownership of the prospects they have worked on. Once an agent has ownership of a prospect, you can specify how long that ownership lasts and how long to wait before assigning overdue call backs to other agents.
Build queries based on a combination of any field, including custom fields. Specify which fields are listed in the search results. Once you have created your query you can: Export the results to file, Modify the priority level of selected prospects to tweak the order they are assigned to agents, Save the query so that it can be used again later.
Configure First Contact so that prospects entered on your website are submitted directly into your campaigns.
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.