FREQUENTLY ASKED QUESTIONS

HOW DO WE DO IT FOR SUCH A LOW PRICE?

• Call Center Services does everything in house, from the beginning with the renovation and construction, electrical installation, custom built sound proof cubicles and walls, technology, human resourcing, until our centers are turn key ready and we pass the savings on to you.

WHAT ABOUT AGENT QUALITY?

• Call Center Services has very high standards in agent quality 
• All agents must pass an entrance exam that measures aptitude, ability and i.q., then they must do script recordings which are evaluated by our quality assurance staff,
• Once evaluated and are deemed qualified, our managers conduct very strict personal interview
• Hired agents must go through our 10 step training program

CAN WE INTERVIEW AND SELECT OUR OWN AGENTS FOR OUR CAMPAIGNS? 

• Yes, we will arrange the interviews and you can video conference and question the agents, agents can do recordings with your scripts, you then evaluate and select the agents

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IS THERE AN EXTRA CHARGE FOR THE USE OF THE VICIDIAL PREDICTIVE DIALER?

•  No, the use of the vicidial is included in the price of $3.50 per hour or the seat leasing plan of $125 and basic reporting is also included.

WHAT FEATURES DOES THE VICIDIAL PREDICTIVE DIALER HAVE?

• Vicidial is the most popular predictive dialer in the market at the present time and they are constantly upgrading the features, to see the full features, please download the features list here.

DOES YOUR COMPANY COOPERATE WITH OTHER CALL CENTERS FOR OUTSOURCING CLIENTS TO YOU?

• Call Center Services has many clients that are call centers, the price of doing business in the USA/CANADA has drastically risen over the years along with employee benefits, salaries, taxes and operating costs. We contract our services with call centers in the usa/canada and operate the campaigns for them, thus greatly increasing their profit margin.

DESCRIPTION

ASTERISK as now in the mainstream of telecommunication is very competent to handle and manage small to big call centers with its standout features needed by call center we guarantee your full operation is in stability.

With our innovativeness to integrate opensource software with Asterisk we have created a cost-effective call center solution. The Robust features and superior enhancement of our team is our milestone on this service. When choosing asterisk as your base for pbx you had already prepared your contact center in versatile setup, you could easily integrate your VoIP, analog lines and digital lines easily. Now you can also have almost all the expensive features of Avaya, Nortel and other proprietary system for call center with Asterisk at no cost, because it already built-in. All you need is a team like us who understand the technology of Asterisk.

Automatic Call Distribution (A.C.D)

ACD is the scheme to distribute incoming traffic load among agents who have the same skill set. Our consultants have strong background in scripting and programming so they can extremely modify ACD scheme as per requirements. Generally we implement following algorithm themes;

• Ring all ring - all available agents until someone answers
• Round robin take - turns ringing each available agent
• Least recent ring - the agent which was least recently called by certain queue
• Fewest call ring - the agent with the fewest completed calls from the queue
• Randomly ring - any agent randomly
• Campaign Rank - orders by the rank given to the agent for the campaign. -highest to lowest.

Benefits:

• Incoming calls are properly distributed among service agents.
• Underloaded - agent can attend more calls.
• Remarkably Improve the service agent performance.

SAMPLE PHYSICAL SETUP USING ASTERISK + VICIDIAL

VICIDIAL is a most advanced full functional outbound and inbound and blended call center solution.

Vicidial is a suite of programs that are designed to make full use of Asterisk OpenSource PBX Phone system at a client computer level to extend the functionality of your phone and system. The complete trunks and SIP/IAX/Zap phones. Vicidial has two major components;

1. astGUIclient: The main GUI (webbased Graphic user interface) JavaSript and XMLHTTP Request functions that work within a browser to give realtime information functionality and administrative with just an internet browser (ie,firefox,Mozila) on the client computer.
2. Vicidial: Vicidial is also a list dialer that can be fully integrated with Asterisk and is flexibly configurable with detailed logging. Vicidial can operate in two ways: manual and automatic. In manual mode, agents can be dial the leads form web page one by one. In automatic mode, Vicidial automatically dials the number of leads configured by autodial level and connects dialed leads to agents when the call is answered.

Primary Features

• Inbound, Outbound and Blended call handling
• Outbound agent-controlled, broadcast and predictive dialing
• No hidden fees
• All features available by default
• Scalable to hundreds of logged in agents
• Dedicated dialing server(s)
• Guaranteed up to 25 logged in outbound agents at 3:1 ratio per server
• Additional servers can be added to increase the number of logged in agents
• Communal web server and database included
• Integrated call recording
• Three-Way calling within the agent application
• Scheduled Callbacks: Agent-Only and Anyone
• Web-configurable IVRs and Voicemail boxes
• Virtually limitless campaigns, lists, IVRs, phone accounts, voicemail boxes, and user accounts
• Ability to have recordings automatically transferred to an external FTP site
• Ability to have agents operate from almost any internet connected computer
• All hosted setting and configuration are transferable to a customer-owned VICIdial system
• Full USA, Canada and UK regulatory-compliance