Digital Recording

Each call can be recorded for verifications, quality assurance, or training purposes. Hamilton's digital recording offers the client the opportunity to access all recordings online via a password-secure web-site. The client is provided with a password that allows them to review and download any recordings made on their behalf.

Report Customization

Hamilton has extensive reporting options, which are driven by a backend SQL Server database. Because data and reporting are harvested from SQL, Hamilton has unlimited reporting and data management capabilities. Hamilton is not limited to canned system reports provided by the ACD and Predictive Dialer. Modifications to reports can be made at any time during the program as deemed necessary by the client. Additional reporting mechanisms can also be designed by Hamilton to address unique needs.

Remote Monitoring

We highly encourage full and frequent participation in agent monitoring, and we provide both voice and data remote monitoring capabilities. The standard process is as follows:

• The account manager schedules the client monitoring session to accommodate both the client’s schedule and the QA manager’s schedule.
• The account manager provides a bridge line number that connects the client with the Quality Assurance department and enables remote on-line monitoring during the program.
• The account manager participates in the client monitoring session in order to respond to any question that the client might have and in order to document any feedback that the client provides.

Automatic Call Distribution (ACD)

This technology ensures that all incoming calls are answered by agents trained to the clientís program. If an agent is not available when a call comes in, the call will be placed in queue with in-queue announcements customized for each client.

Knowledge Based Routing

Hamilton's knowledge based routing feature allows customers to direct their calls to the appropriate agent by entering the corresponding digits on their telephone. For example: press 1 for customer service; press 2 for sales. The system automatically routes the calls to the correct agents.

Skills Based Routing

Hamilton utilizes an advanced skills-based routing feature to ensure that calls are routed appropriately to representatives with the required skill set to process calls quickly and accurately. The goal is to always achieve first call resolution. Working with the client, Hamilton determines what skills are required to perform which service. Once these skills are assigned, a numerical calculation is then ascertained and the contact is assigned based on the agentís ability to meet the skill level requirements for that particular service. The skills based routing feature can be utilized through the implementation of specialized 800 numbers or through Hamiltonís front-end IVR system.

Automatic Number Identification (ANI)

This telecommunications feature recognizes the customer's phone number, checks the customer database, and automatically sends the customer database information to the inbound agent who is handling the call.

Call Blending

Hamilton's call center software provides clients with a turnkey solution to their customer contact needs. Complete with inbound, outbound, email, and web-chat capabilities, the system has the ability to blend all types of contact to maximize agent productivity. In turn, we can pass along the labor efficiency to our clients in the form of lower cost per contact.

Caller ID Customization

Hamilton is able to customize the name and number for the client selectively by program and calling campaign. Hamilton utilizes PRI technology to identify which phone lines are used for which client and which campaign. Hamilton's Lucent 5ESS then sends the correct name and number for each client to the customer's caller ID.

Database Connectivity

Hamilton has the ability to share data connectivity with clients allowing for a more complete understanding of the client's customers while providing our clients with more efficient data transfer capabilities. In addition, Hamilton is capable of providing real-time order processing into the clientís system to provide quicker order fulfillment as well as lowered costs. Should a campaign warrant it, Hamilton is open to installing additional hardware and software to fully integrate with the client's database.

Dialed Number Identification Service (DNIS)

This telecommunications feature recognizes the dialed phone number and automatically routes the incoming call to the proper queue.

Fully Automated Scripting

Hamilton utilizes TeleScript Software by DigiSoft - a software package specifically designed for usage in environments that require a high level of logic, branching, and dynamic script changes.

Interactive Voice Response (IVR)

Hamilton provides IVR functionality ranging from simple pre-recorded messages to complex flows that minimize the need for direct agent contact. The system also includes sophisticated capabilities including database access that allows the system access to customized databases for data retrieval and verification within an IVR script and a hook function used to invoke custom-developed applications.

Predictive Dialing

This feature enables Hamilton to make more contacts per telemarketing hour. Hamilton utilizes a line configuration of 2 lines per workstation which allows the predictive dialer to dial "ahead" to find live contacts and then make the connection with a telemarketing agent. Predictive dialing enhances results by 10-25% in a Business-to-Business environment.

Preview Dialing

Preview dialing allows the agents to preview the prospect record before the dial is made. Pre-set pacing determines the length of the preview prior to the dialer initiating the call. Conversion rates and order sizes are greatly enhanced by this method of dialing.

Third-Party Transfer

Warm and blind transfer capabilities allow for a high level of transparency between clients and their customers by facilitating a completely seamless transfer.