Call Center System for Egypt & International Solutions

call center log

Agents & Call Reports

Call Center Inbound solutions
QUEUE & IVR

Provide your team with all the tools they need to be more productive and responsive in one unified web-based Queue Panel. Enable ultimate ease of use and productivity with visual call management and full access to agent & supervisor capabilities such as Call Monitor, Call Transfer, Recording, Agent State, Log-in, Log-out and more – in one single interface.

Call center full Solution

Female / Male IVR

IVR & seasonal messages customized recording

What’s the difference between inbound and outbound calling?

Outbound call center

Outbound calls are more contextual. How an agent handles the call depends on why they’re making the call in the first place. For instance, sales teams who are cold calling prospective customers regarding a product or service will take a different approach to those calling to conduct customer surveys. 

Outgoing calls are mainly initiated by sales and marketing teams. The main purposes of outbound services include:

Telemarketing - Agents use direct response marketing to contact warm leads or make cold calls in an attempt to sell a business’s goods or services.

Market research - This involves agents conducting phone surveys to identify customers’ pain points and better understand their customers.

Lead generation - Cold outreach allows agents to generate and qualify leads. 

Appointment setting - Agents can set appointments with customers on behalf of salespeople.

Inbound Contact Center

Inbound calling occurs when customers or potential customers initiate contact with a business or organization. Inbound call center agents provide reactive customer support, meaning when someone calls, they react.

Inbound call center services

Below are some common inbound telephone answering services:

Product or technical support - Agents answer questions regarding consumer products or services and provide technical support where possible. Call agents can also route customers to dedicated tech support teams if necessary.

Help desk services - Customers can report faults or problems, submit complaints, or order products. 

Payment and order processing - Agents can process and take payment for inbound sales orders via the phone or help customers resolve issues with payment, billing, or placing orders. 

Upgrades and renewals - Agents can handle customer calls regarding upgrades and renewals of subscription-based products or services.

Call center Inbound solutions

Hotline & Queue Management

Achieve a higher level of First Call Resolution (FCR) 

Call Center Solutions

Outbound solutions
Predictive Dialer 

What is a Predictive Dialer?

A predictive dialer is an outbound calling system that allows you to bulk-dial from a list of contact numbers. While automating the outbound process, a predictive dialer filters busy signals, voicemail, no answers, and disconnected numbers to connect the agent only when someone answers the call on the other end. The predictive dialer uses advanced algorithms to get the exact time that an agent should be wrapping up a call and only then bulk dials other numbers. The main advantage of using predictive dialers is one can cut down manual dialing time to increase agent efficiency.

Who should use a Predictive Dialer Solution?

Predictive dialers are routinely used in telemarketing, market research, debt collection, and customer service follow-ups where they help to organize and manage the client database and systematically dial out clients for the above mentioned use cases. Additionally, a predictive dialer also helps to intelligently assign calls to available lead qualification agents to allow them to maximize the amount of time they can spend on the phone with leads during outbound sales prospecting.

Intelligently Assign Calls

Use your preset parameters and predictive dialing algorithms to determine and automate call assignment based on factors such as the number of available agents, the number of operational lines, and the average time an agent spends on a call.

Maximize Agent Productivity

Dial more calls in less time with a predictive dialer. At the same time, intelligently pace outbound calls and filter out unproductive calls such as answering machines or busy tone to ensure high call connects and reducing agent idle time.

Increase Sales Conversions

Lead prioritization, knowing the best time to call, timely follow-ups, contextual conversations, configurable workflows – all of these are means to achieve the end i.e. gaining more customers while increasing the agents’ productivity.

How to Setup a Predictive Dialer
for a Call Center

Upload Contact Dial Lists

Automate Contact movement, notify the supervisors and/or auto-assign the lead based on call disposition or other configured factors

Dial Order Segmentation

Automatically or manually upload the lead list into the outbound Call center system

Configure the Predictive Dialing Parameters

Segment and prioritize the contact numbers based on pre-set rules and the type of dialing algorithm

After Call Actions

Define the predictive dialing parameters like pacing ratio, peak call count, variance factor, and call drop ratio to optimize outbound dialing

Benefits of a Predictive
Dialer Software

Smart Dialing

Adjust Dialing based on available Agents

More Call Connects

Achieve 95% Call Coverage and increase sales conversions

Boost Agent Productivity

Reach ~75% Call Connect rates

High ROI

Reduce agent idle time for maximum utilization

Contextual Reach out

CRM & CTI integrations to dial with context

Main features 

Techurity Call Center Solution
Customized On Your Business Needs

Max Pacing Count

Pre-define maximum calls that you can dial per agent based on Agents and channels available to ensure optimum resource utilization.

Maximum Call Count

If the Max Call Count is set at 100, and the call server is already connected to 80 calls, then only 20 calls more will be dialed out. The dialer will never exceed this limit.

Call Drop Ratio

Define the maximum percentage of call drops allowed for total outgoing calls to control factors like non-availability of agents.

Agent Wait Time

Set the time gap between the agent wrapping up an ongoing call and initiating a fresh call to keep the agent idle time in check.

Variance Factor

This parameter indicates the dialer, by how much it can vary from other pre-defined parameters like Max Pacing Ratio.

Answering Machine Detection

Allow transferring only those calls to the agent that are answered by humans.

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