Features

• Call Tracking

  Choice Connect's Call Tracking of inbound calls will provide vital marketing management information and will assist the decision making process. Evaluate activity by campaign and ROI. Choice Connect's tracking solution also captures valuable information at the time of call. Our team will also recommend strategies to maximise campaign effectiveness and call capture strategies.

  Choice Connect's call tracking requires no hardware with multi device access abled.

• Outbound Call Recording

  Choice Connect’s outbound call recording is useful in sales, quality and compliance centric environments where value can be gained from recording the outbound call.

  Example: coaching to improve call management, measuring agents call management, measuring customer satisfaction, complaint and dispute management, compliance management, financial planning customer contact, capture of detailed information and any other activity where value can be gained by recording the call.

  The outbound call program is a virtual online plug in to Choice Connect’s industry tailored Call Value Management™ platform.

  The advantage is outbound calls can be made from either a land line number or your mobile number, with the record and its detail landing in the platform for review, assessment and follow-up.

• Missed Call Notifications

  Choice Connect's Missed Call Notifications allows for important details to be captured regardless of whether the call was answered or not.

  Unanswered campaign calls along with the vital call details are logged in real time within Choice Connect's Call Value Management™ portal. This allows the opportunity for business to re-connect before the sales opportunity connects with your competition.

  Types of Missed Calls

  • No answer - UNANSWERED
  • The campaign line is busy - ENGAGED
  • Campaign call initiated and hung up before connected - ABANDONED

• Recording

  The Choice Connect call recording allows business to improve their management of inbound and outbound calls, improve sales performance, improve customer satisfaction and in many industry protects business by having the recorded file available for review for compliance and quality related matters. Choice Connect's Call Recording is a cloud based solution that offers immense value to business. Recordings are easily accessed through Choice Connect's portal and email and segmented by department and user.

  • Recordings are integrated as part of Choice Connect's Call Value Management™ assessment program and escalation alerts
  • No more Mystery shoppers listen to your customers
  • Learn what your customer thinks
  • Re-connect with sales opportunities, poorly managed calls and callers and attempt to convert them

• Call Whisper

  The Choice Connect Call Whisper is a subtle identifier to the receiving party, announcing the campaign source which generated the call. A great tool to allow preparedness for the receiver and also informing of another sale opportunity generated from a campaign source.

• PIN

  PIN is a feature that allows business to link call to: product, call outcome, staff, department, appointment confirmation and many other options.

  At the end of the call the team member will simply enter a unique PIN to capture useful data.

• e-lead Manager™

  Choice Connect’s e-lead Manager takes online enquiry management to the next level.

  Email enquiries generated from any online medium type will land on Choice Connect’s e-lead Manager™ for a best-of-best contact management experience to commence.

  Reporting is tailored to suit the industry and business requirements.

  Example: A motor and real estate business has automated daily e-lead status reports sent to their management team. These reports (and others) can also be activated for their partners: regional offices, national offices and head offices.

• IVR Menu

  IVR menuing is perfect for businesses that advertise a single number for their business, customers calling ask to be transferred to different departments. Using IVR menuing customers are prompted and directed to the appropriate department without taking up valuable receptionist time, for example, a IVR prompt may say, “press one for sales, press two for support, press three for accounts”

• SMS

  Send a post call SMS to customers after the call has ended and receive all SMS responses. For example, the SMS may thank the caller for their call and provide further contact details. SMS is a smart way to follow up phone enquiries and keep the channels of communication open.