Bring on the Call Center Questions - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

***John_In_Dakota*** · 02-24-2006, 08:53 PM

Come now. Someone must have a question. I'll start one.

Screen Pop's.

Who uses them?

Do you like/dis like the screen pop feature?

What are you using for a data base?

***Spanton*** · 02-25-2006, 09:59 AM

My call center has been using screen pops for about four years now. We use a SQL database. It works great. No major problem. We collect information from the caller in the IVR and when then opt out to go to an agent we present a pop to the agent.

***John_In_Dakota*** · 03-01-2006, 10:56 AM

We are in the process of screen pops. Our data base is Clarify and we want callers to enter in an ID and that will look at Clarify and then pop an agents screen. Do you use machine addresses to send the caller to the agent? Also, we need to know when a CSR transfers to another department are they going to be transferring via their keyboard or phone?

***papa-bear*** · 03-01-2006, 11:12 AM

When we implement our 311 service, the intent is to try and implement screen pops to link to a callers history or new form if a new caller.

Have no specific plans for the direction of this yet but the idea is there.

wmorgan · 03-03-2006, 02:49 PM

I own an internet cafe with 30 stations in the Philippines. Is it possible to convert it to a call center for after hours use?

***Spanton*** · 03-03-2006, 03:12 PM

what type of equipment are you currently using?

Catalytic_Avatar · 05-03-2006, 12:48 AM

We have siebel with an oracle backend, works fine all our other CRM stuff talks to the client database through an oracle client through various front ends and it works quite well,

its possible to identify via account # or by the incoming phone #.

Account #is very good provided people enter there details correclty, and the incoming phone # way is (imho) horrendous due to people calling from work, other peoples places, etc and u get a lot more misses than hits.

before this happened we had the callers enter the account # and it would pop onto the display on the phone itself, also giving the agent an audible warning a call was about to drop in, this had mixed results as despite being trained we could never get it working correclty. (as correctly as they thikn it should have for the $ they think they spent)

The system works quite well now, our workforce planners equate 10 seconds less per call as being long term $$ in the bank so everyones happy, as the agents can quickly confirm who the customer is while greeting them.

ps I work for the Largest electricty/gas utility in Australia :>, kudos if you can guess who

fonchick · 05-22-2006, 01:45 PM

We are looking at adding Screen pops this year as well and integrate into our Clarify. We will either run an ANI lookup or prompt for a site identifier.