reduce call processing costs	increase revenues
increase customer retention	improve agent productivity
streamline management information

Predictive Dialing	Power Dialing
Preview Dialing	Manual Dialing
Unattended Dialing

Inbound Blending
QCSS provides true inbound / outbound call blending that allows agents to receive or place either type of call as center demands change. With our Technology we are able to route inbound contacts based on the Dialed Number (DNIS), agent skills, customer profile, service levels and user-defined business rules.

Our Inbound Call Blending option is designed to increase the efficiency of the call center room. Resource pools can be created that allow our agents to receive inbound calls and automatically switch to outbound calling (or vice versa) as the need arises.

Trunks can be assigned as strictly inbound or outbound or mixed. QCSS agents can be designated as inbound, outbound or inbound/outbound. (Inbound/outbound agents will receive both types of calls.)

The Inbound campaigns have 800 or DNIS numbers assigned to direct the call flow to the appropriate campaign database and script. ANI recognition presents the appropriate record on our agent's screen at the onset of the call.

Our agents can easily identify which type of call they are receiving because of alert tones and a different script screen will appear at the onset of the call.

Inbound calls can be held in the built in Call Queue until the availability of the desired resource pool. The Call Queue has recorded messaging functions to appropriately direct the caller.

The Query Builder produces accurate record results of the query so the QCSS supervisory personnel will know the size of the calling lists generated by the selected criteria. Our supervisory personnel can plan the calling activities and match the created lists to the goals.

The Query Builder GUI Utilizes drop down menus, boolean logic criteria or text strings to define the query.

Script Generator
The Script Generator is an easy to use, point and click interface that transparently creates web-enabled clients with no programmer intervention and no implementation costs! The screen pop and scripted call flow is modifiable without contact center interruption and in just minutes. Reporting QCSS can provide a wide variety of standard Reports to quickly see our production and efficiencies. Custom Reports can also be generated through Access, Excel, Crystal Reports or a variety of report generating products. The reports detail the Campaign, Query or Agent activity for user configurable time periods.


Call Conferencing and Transfer
QCSS agents can initiate call conferencing and/or call transfer with a few simple keystrokes allowing information to be smoothly moved to the proper enterprise personnel.
Our software can transfer agent connected calls in two ways.
Calls transferred within the QCSS system are referred to as Internal Call Transfers. Internally transferred calls have both voice and data. The calls are transferred to another agent on the QCSS Network typically a verification or confirming agent. The QCSS verification agent can have a distinct script appear on-screen at the time of the transfer.
Calls transferred off the system are referred to as External Call Transfers. Externally transferred calls are voice only.

Scheduled Callbacks
We have the option of allowing scheduled callbacks to the prospect list. We can configure each campaign to handle scheduled callbacks in the most efficient manner. The configuration options for the Scheduled Callbacks are:
Agent Specific
Station Specific
Global

Recording:
The Recording feature is a powerful tool to assist in quality control and education. All recorded data is easily archived for later retrieval.

The Digitized Recording option allows the agent to easily record portions of a conversation and archives the recording for later retrieval.

Critical information regarding product orders, service arrangements, driving directions or other "must verify" data is seamlessly stored to the system hard drive. This information can be later played back or copied to another media format (CD, tape, floppy) for permanent storage.
The Digitized Recording option allows QCSS to maintain a record of all Outbound-Inbound calls.

QCSS utilizes state of the art software which provides an easy to use Import/Export module for updating or replenishing our customer's database. ASCII text, fixed length, or .csv formats are all supported. 'Drag and Drop' templates can be stored and recalled for any future list you are adding to the database. Individual calling lists can even be 'coded' with identifying information for later analysis.

Import/Export "No-Call Lists" with a click of the button!

IVR:
QCSS utilizes software that provide a powerful script-enabling tool that incorporates a point-and-click IVR and call flow design functionality. Our state of the art software also contains a voice mail application that allows customers to leave a recorded message during long queue times or after hours. The voice mail application can also be used as personal mail for agents and supervisors.

Email:
QCSS technology includes a powerful eMail management application that allows agents to address customer email inquiries with a personalized response.

Our software allows end users and QCSS representatives to communicate via email.