Circumference’s proprietary web-based applications enable outbound and inbound calling
What makes our solution different from other off-the-shelf hosted solutions is that
we tailor the technology to meet the exact requirements of each client’s program.
Our on-site Professional Services business is made up of engineers with experience
developing, customizing, and integrating applications—it is this team that customizes
the customer relationship management database to address your business development
and/or customer support requirements.
Convenient and easy to use
Our solution is web-based and accessible 24/7. Our professionals simply need a phone,
web browser, and Internet access. Because the web interface is familiar, it’s easily
used by everyone. The solution enables our professionals to work remotely across
multiple locations and geographies, while seamlessly appearing as a single entity
when addressing your customers. While you made need us in one location today, as
your business grows, it’s good to know that your business development partner can
scale to support your requirements.
All the applications our clients need
Circumference typically uses the following applications to support clients’ requirements.
- Personnel – This application secures core
information about the organization. Each employee file contains contact information,
role assignment, security assignment, and more. This core module defines the organization
structure, teams or departments, job titles, and job descriptions. It’s the core
application for every Hosted Call Center Solution
implementation – all complementary applications tap
Personnel to manage their functions.
- ACD – This application handles the call
volume of busy operations. The tool sends an inbound (IB) call to the first available
employee based on rules (i.e. longest idle, skills-based routing, etc.). If an employee
is unavailable, ACD plays a message, puts
the call in queue, plays music on hold, delivers queue status updates, and delivers
screen pops to the employee whom ultimately receives the call.
- IB IVR – In today’s competitive and global
environments, customers expect round-the-clock service.
IB IVR is a solid, automated interactive voice response tool to manage
IB calls and route callers appropriately based on steps defined by management. IB IVR provides basic call flow, menus, sub-menus,
message playback, and more. Managers easily modify call flow directly from their
- SAM – Service Assurance Monitoring (SAM)
is used by ACD to deliver live data and
program results. Managers can specify which employees appear in each dashboard.
This invaluable tool delivers real-time data to agents and managers, such as number
of idle agents, longest caller in queue and more. The dashboard changes color to
call attention to deviances in service level agreements (SLA).
- QM/Call Recording – Service-oriented industries
such as public security, citizen information services, finance, insurance, and more,
require a trusted and secure call recording application for quality assurance. The
Quality Monitoring (QM) application records
calls, which are tied into SLAs, as well as scorecards, incentive plans, and coaching.
- Preview Dialing – Busy operations require
Preview Dialing. This application automatically dials a string of numbers and passes
each call to the representative after they have had time to preview the company’s
existing profile in the customer relationship management database or completed online research.
- Reporting – Highly configurable, managers
can generate a multitude of real-time, web-based reports to meet the unique needs
of their organization.
- Training Tracking – In this application,
managers define the pre-requisites of each job or job description. Managers can
generate real-time reports to view statistics of employee qualifications for job
descriptions assigned to them. This time-saving tool enables management to assign
training to employees and then track individual progress to attainment of training
- Incentives is a tool unique to Circumference’s
customer relationship management application. Using
Incentives, managers set metrics to be achieved by employees. Managers
then track the incentive plan and can grant employees permission to see how their
scorecard is tracking to objectives. Incentives
is designed to tap into payroll systems for a streamlined, end-to-end business process.
- Web is permission-based access granted to each
employee to enable them to see their contact information, wage structure, security
assignment, training plans and records, performance records, incentive plans, knowledgebase
- Scheduling – Managers establish schedules,
track vacation time, sick time, leave time, and more by employee, by team, and by
program. Color coding identifies under- or over-staffing levels. Work assignments
can be transferred or allocated with drag-and-drop and vacancies replaced with a
user-defined list of qualified, available employees. Depending on the organization’s
requirements, scheduling privileges can be granted to employees allowing them to
pick the days and shifts they prefer, swap shifts, bid on available shifts, and
generate vacation or leave request.
- Project Management – Project Management
is designed to organize and track internal, operations-specific projects.
Our proprietary solution is Verisign Secured, which means we are using a trusted solution to enable your ability to gain assess to your data 24/7.
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