8 Ways Your Call Center Can Balance Efficiency, Risk, & the Customer Experience

Call centers still rely on voice as one of the most effective customer engagement channels. However, as regulatory restrictions become more complex, consumer outreach becomes more challenging. But with the right tools in place, agents can move effortlessly through customer-facing functions while staying fully compliant. Castel offers some of the most comprehensive compliance controls available for proactive outreach dialing. Here are eight ways to balance efficiency, risk, and the customer experience with Castel’s Contact Center Solution which includes Castel Compliance Manager, Castel Connects with Call Blending, and Castel CRM integration.

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Voice Services

Delivers Predictive/Preview/Click/ TCPA compliant dialing that can also prioritize and route Inbound ACD calls to properly skilled agents.

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Compliance Manager

Ensures compliance of applicable regulations for all outbound proactive campaigns. The real-time connection to your CRM provides tight governance and peace of mind over all communications.

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Campaign Strategy Manager

Provides a customizable framework to build multichannel strategies for small to enterprise campaigns. Adjustments can be made in real-time to balance workload distribution by agent, campaign, or queue assignment to maximize performance and efficiency.

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Call Manager

Brings together multiple sources of information in a single user interface, reducing call handle time for improved customer service and agent performance. Allows agents to communicate with customers through their choice of channel.

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Predictive

Dials based on AI algorithm to predict when an agent will become available to receive the next call based on agent-count, agent idle time, and dropped call rates.

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TCPA

A clicker agent clicks a button to launch a call to launch a single call. Castel TCPA Dialer improves productivity over manual dialing while keeping you in compliance with TCPA/Cell Phone Calling.

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Preview

Presents an outbound record for review before either the agent will manually dial, or the system will automatically launch after a configurable amount of time.

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Outbound Broadcast

Proactive outbound messaging with Foti-compliant text-to-speech message capability, DTMF or speech recognition customer opt-in for agent assistance.

Let us help enhance your customer experience while keeping you compliant. Request a quote or give us a call at 1-800-657-8215 to learn more.

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