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Callers, clients, and call center managers rely on operators to take complete and accurate messages. To reduce stress and enhance productivity, Amtelco software solutions include numerous features that minimize keystrokes and automate tasks.
A few examples of time-saving features include:
- ANI Screening and ANI Match, which use automatic number identification (ANI) to send calls directly to the most qualified agent, or to a greeting, depending on the customized settings for each client.
- Perfect Answer automatically plays the client’s answer phrase in the agent’s voice, eliminating recurring answer phrases and easing the challenge of pronouncing difficult names.
- Custom scripting guides operators through calls, helping control the call flow and simplifying the process of ensuring clients receive the needed information.
Memory Helper Shortcuts
Operators often find that they type the same words and phrases in messages and specials. The Mnemonic Keys feature reduces the number of keystrokes required to enter a phrase or word. By pressing the Alt key and a letter, operators can quickly enter a word that’s difficult to spell or an entire phrase. These time savers are ideal for commonly used phrases, difficult medical and legal terms, and words that can be easily misspelled.
As many as 26 mnemonic keys are available, with one for each letter A through Z. Supervisors enter the list of custom phrases, typically making them easy for operators to remember, such as using W for will call back and H for hold for office, for example. Operators can easily bring up the complete list of mnemonic key phrases and select one to quickly enter it.
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The Mnemonic Keys feature is one of many available in the Intelligent Series (IS) 5.7 software release. To learn more about IS 5.7, visit TechHelper, Amtelco’s exclusive online customer resource.
