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Touchstar Home » Solutions » Virtual Call Center

Virtual Call Center

Agents Work Anywhere, Call Anywhere

TouchStar’s Virtual Call Center gives you the ability to have agents work from anywhere and is the ideal solution for your call center. TouchStar's Virtual Call Center system includes a VoIP or PSTN PBX phone system, call center software, automated dialing, IVR/ACD, call recording, reporting, and scripting. Your remote agents have all the tools and visibility as if they were in a central call center.

Deployment Options:

Connectivity Options:

Available for Agents and Lines

  • VoIP
  • T1 and DS3
  • E1
  • Analog

Budget Options:

  • Leasing Options
  • Philanthropy Discount
  • Trials

Features of TouchStar's Virtual Call Center:

Benefits of TouchStar's Virtual Call Center:

Virtual Call Center is an ideal solution for:

  • International Call Centers
  • Call Centers with multi-language needs
  • Call Centers located in small areas
  • Call Centers with the need to expand their workforce pool
  • Seasonal Call Centers
  • 24x7 Call Centers

Advantages of Virtual Call Center:

  • Attractive arrangement for agents
  • Lower Employee Turnover
  • Reduce Facility Expenses
  • Reduce Equipment Costs
  • Improve Customer Service

Features of TouchStar's Virtual Call Center:

Outbound, Inbound and Blended Telephony
TouchStar Virtual Call Center allows virtual call centers to run outbound campaigns, inbound campaigns, or blend both inbound and outbound campaigns.

  • Screen pops with customer information
  • Click to Call
  • Multiple dialing options: Power, Preview and Manual dialing

Feature Rich Scripting
Virtual Call Center includes a robust scripting tool that provides logic, branching and data capture.  You can create scripts to lookup information in a database and quickly display it on the remote agents screen and you can branch to other pages allowing you to account for all situations while the remote agents are on the phone.

Multiple ACD and IVR Features
TouchStar Virtual Call Center has a robust and flexible ACD and IVR application allowing you to implement the solution that is unique to your virtual call center needs:

  • Skills based routing
  • Self service
  • Real time modifications

Campaign Management
Virtual Call Center allows you to manage multiple simultaneous outbound, inbound and blended campaigns through an easy to use web interface.  You can start and stop campaigns and assign or remove remote agents real time.

Compliance Management
As your business partner, TouchStar has developed many tools to assist you in complying with Federal, State and Local regulations including Time Zone management, Do Not Call Lists scrubbing, Caller ID Settings, and more.

Simple Integration
TouchStar is built on standard Microsoft software technology; our Virtual Call Center clients benefit from the ability to easily integrate other applications and data sources into TouchStar's Virtual Call Center system. As Microsoft Gold Partners we have worked hard to ensure integration with other Microsoft systems is easy to meet your virtual call center needs.

Unified Messaging
VoIP enables converged communications and unified messaging,which in turn improve remote agent productivity.

Robust Reporting
Virtual Call Center comes with over 30 out of the box reports to help manage your virtual call center.  These reports are fully customizable and can be exported to pdf, XML or Excel.  You also have the ability to create and save your own reports and you can automate them to be sent to your email or printer at scheduled times.

Call Recording
Call Recording is an important function of many virtual call centers. Call Recordings are used for remote agent training and compliance management. With Virtual Call Center you can record all inbound &/or outbound calls or record on demand.

Quality Assurance
Manage your Virtual Call Center with several tools to ensure the highest levels of quality and customer satisfaction. TouchStar Virtual Call Center includes tools such as

  • Web call monitoring
  • Coaching
  • Conferencing
  • Recording
  • Scripting

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Benefits of Virtual Call Center:

Improve Customer Service
Virtual Call Center integrates with TouchStar's Unify CRM application or other CRM applications giving remote agents a unified customer view and complete history.

Telecommunication Savings
Virtual Call Center includes a VoIP PBX Phone system, utilizing this latest technology you can reduce your monthly usage costs.

Agents and Managers Work Virtually Anywhere
Expand your Virtual Call Center workforce to a broader pool of skilled agents. At home or remote agents widens your labor pool well beyond the confines of a geographic region.

Increase Productivity with Automated Dialing
Using TouchStar's Virtual Call Center power or preview dialing and voice messaging options you can increase your outbound call center contact rates by over 200%. Calling campaigns benefit from scripting to ensure data accuracy including screen pop giving remote agents a unified customer view.

Easy to Learn & Use
Web interfaces allows administration of the VoIP phone system and your virtual call center.  Managers can view real time stats while managing calling campaigns.  Remote agents simply log into the web application and start taking &/or receiving calls with screen pop.

Manage Regulatory Compliance
FCC, FTC, FCDPA, and DNC regulations must be managed, even with a virtual call center. We provide all the tools you need to manage customer satisfaction and regulatory compliance for your virtual call center.

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