Voysus BPO Business Process Outsourcing - Technology
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TECHNOLOGY


Voysus has invested in industry-leading contact center technology to build a high-quality, robust and secure infrastructure that can meet and exceed our client’s needs for today and into the future. They include:

  • Custom Created CRM infrastructure
  • Real time agent/management messaging
  • Intel Pentium 4 Processor CPU’s with 20’ Monitors
  • Fully redundant/fault tolerant network monitoring
  • Redundant easy to use file sharing server
  • Innovative workforce management system
  • Predictive/Smart Dialer telephony (Q2)
  • Digital recording/quality monitoring
  • Remote data backup
  • Interactive Voice Response - IVR
  • Premium Leather Nortel Headsets

IVR: Short for Interactive Voice Response, a telephony technology in which one uses a touch-tone telephone to interact with a database to acquire information from or enter data into the database. IVR technology does not require human interaction over the telephone as the user's interaction with the database is predetermined by what the IVR system will allow the user access to. For example, banks and credit card companies use IVR systems so that their customers can receive up-to-date account information instantly and easily without having to speak directly to a person. IVR technology is also used to gather information, as in the case of telephone surveys in which the user is prompted to answer questions by pushing the numbers on a touch-tone telephone. Our IVR enable us to direct calls within our center to the proper location, which in turn increases’ productivity with no down time. We are also able to customize our IVR to incorporate different languages and service options.

The IVR feature has unlimited configurations for routing calls based on the Client/Packages, DNIS, and caller touch-tone responses. With the Voysus IVR features, you can create and edit scripts designed specifically for your organization. When referring to the IVR, the term “script” refers to the recorded information an inbound caller hears and the structure in which the caller can interact with the IVR.

  • Serves as an auto attendant
  • Allows routine inquiries and marketing information to be communicated quickly and effectively
  • Provides reports on categories of calls received
  • Delivers better cost-management

CRM: What is CRM? CRM stands for Customer Relationship Management. It is a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. After all, good customer relationships are at the heart of business success. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help connect various pieces of valuable information pertaining to customers, sales, marketing effectiveness, responsiveness and market trends.

What is the goal of CRM? The idea of CRM is that it helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers. If it works as hoped, a business can:

  • provide better customer service
  • make call centers more efficient
  • cross sell products more effectively
  • help sales staff close deals faster
  • simplify marketing and sales processes
  • discover new customers
  • increase customer revenues

The difference between other call center CRM’s and ours is that we utilize our own creation. This enables us to customize and modify our programs for each of our clients. Every clients needs are different, and so is the information that is being collected. Our CRM helps us to collect, store and use the information that we collect to better meet and exceed the needs of our clients.

REPORTING:

At Voysus Group Inc., our reporting habits and tools are second to none. Were offer 24 hour 365 day customized on-line reporting for our clients. You will be able to log in from you computer and find up to the minute reports for your program. We also offer customized reporting fields from the total number of calls made, number of sales made, average wait time, average call time, dollars amount of sales etc. We can customize these fields to best suit your needs. We also offer audio recording of all calls that are received and made.
This is a quality assurance service, but it also helps us work with you to create the best scripts and service in the industry. Reporting is a very important aspect of our business, and we take pride knowing that our reporting habits and tools are helping our clients grow their business.

Dialer:

Predictive Outbound Dialing: Predictive dialing at Voysus Group Inc. is based on a sophisticated dialing calculation which takes into account many criteria including abandonment percentage, contact ratio, average talk time, agents waiting for calls, agents in calls, and after call work. Our Dialer offers a “blended leads” feature that allows the dialer to call multiple lists simultaneously, ensuring maximum penetration of each campaign. Once the dialer reaches the target for a certain list, the dialer will stop calling that list and move on to the next list based on priority.

With self-pacing, the dialer does not need constant supervision. The dialer determines how quickly the next call should be placed by utilizing real time statistics.

Predictive Dialing Features:

  • Dials multiple programs simultaneously
  • Individual pacing control per program
  • Answering machine detection sensitivity control
  • Option to leave messages on answering machines automatically
  • Dials multiple lists with priority
  • Query builder for easy manipulation of leads
  • Blend lists/queries by weighting and time zone
  • Progressive Dialing & Auto Dialing can be done at the same time on the same system
  • Business-2-Business algorithm

Monitoring/Coaching/Barging: The “supervisor” profile allows the user to monitor, coach, and barge or send messages to the agents. The monitoring feature provides the ability to listen to agent calls via a computer monitor and head set. Coaching takes monitoring one step further and allows the supervisor to provide feedback or direction to the agent without the customer hearing. Supervisors can also barge into a call and take over to ensure quality support. Yet another tool which allows for text messaging to be sent to a specific agent or to all agents at the click on a button.

Business-2-Business Module Utilizing this unique and powerful tool companies can effectively market to businesses without repeated calls through their client’s switchboard.

• It allows you to duplicate numbers to be entered into the calling database so that multiple entries of business contacts can be called.

• Agents can call into businesses and search a directory of related contacts within that business and conduct a survey or sales call with each individual contact.

Additionally, you can build a scheduled delay when calling multiple contacts at the same number to prevent overloading your prospects switchboard and allows an Agent to work the entire organization without other calls going into the same company.

 

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Phone: 416.291.0224
Fax: 416.291.0223
 

 

 
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