Our mission - provide a vehicle for Mosaix predictive dialer users to
increase their knowledge on proper operation, utilization, and maintenance of
their dialing systems and other call center solutions.
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Have you ever wondered what it would mean for your staffing levels if you could
ensure that every call your agents received from a dialer was a Right Party
Connect? What would it do for your organization's productivity or competitive
position? What would it mean if you didn't have to staff your call center to
handle the 60-70% of wrong parties that add costs but provide no value? When
you analyze the costs of wrong parties, fully half (and probably more) of your
outbound resources are devoted to serve wrong party connects because there was
no way to avoid them - until now.
Introducing the UniversalSystems® Accelerator/ASP, a truly unique operational
approach that ensures that call center agents receive Right Party Connects and
Right Party Connects only. This service can work with your existing dialer, or
alternatively, you can use ours.
The dialer makes calls as usual which are then screened for Right Party Connects
(RPCs) by UniversalSystems' Operators at our call centers. Having determined that
a called party is a Right Party Connect, the call is conferenced to your expert
agents. Connectivity between the sites is typically handled by T1 trunks,
providing sub-second response to the conferenced call transfers.
How does it work? By utilizing the UniversalSystems® Accelerator concept, agents
at UniversalSystems® screen dialer calls, only putting right parties through to
your expert agents. Think of it as a right party filter.
The result: reduced roll rates, fewer seats to manage, lower infrastructure
costs, higher asset utilization, increased productivity and higher effectiveness.
The UniversalSystems® agents are typically connected as remote agents on your dialer,
alternately your agents can be connected to our dialer instead. And yes, it does
work. Call us and we can arrange reference visits where you will see call centers
successfully, consistently and above all professionally handling their outbound
mission - except they don't spend their time talking to wrong parties.
UniversalSystems® has developed a method of using a predictive dialer to significantly
increase outbound calling and promise to pay rates, resulting in payroll cost savings,
increased revenue opportunities, reduced roll rates and higher productivity from call
center assets. Additionally, the soft benefits of lower agent turnover and easier
training result in savings based on the reduction of frequent and expensive training.
This highly desirable result has, at its most fundamental level, been achieved by
splitting the dialer agent population into two groups, that of Operator and Collector.
An Operator is part of a predictive dialer's outbound job pool. The Operator's
function is to determine that a called party is a Right Party Connect (RPC),
i.e. the individual who was targeted rather than others within the household or
office, such as the babysitter or secretary. On confirming a RPC, the Operator
conferences in a Collector and waits for the dialer to deliver the next called
party for RPC screening. The UniversalSystems® Accelerator allows you to choose,
by portfolio type, the number of RPCs that are presented to your Collectors or
expert agents, enabling you to control the quality of your outbound mission.
A Collector is part of an inbound pool and is the person who will actually service
the call. The inbound pool is usually segmented based on portfolio type so that a
Collector will deal with one type of call or campaign. Every call a Collector
receives from an Operator will be a RPC and the collector will endeavor to obtain
a "promise to pay."
Typically Collectors represent the top 20% of a call center's agent staff, and
will consistently get a higher promise to pay rate than the agent average. The
ability to put your valuable RPCs to your best agents, provides an additional
benefit - a better revenue result for each RPC, giving you both higher efficiency
and effectiveness in your outbound mission.
The concept behind the UniversalSystems® Accelerator/ASP is easy to grasp. More
qualified calls to your best people. ASP stands for Application Service Provider.
If you've not heard the term before think of it as a kind of Facilities Management
service. With the UniversalSystems® Accelerator/ASP you get the ability to
concentrate on the core of your business - talking to right parties - rather than
managing technology and the overheads that technology entails.
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