OrderLogix™ Call Center Edition

Unified solution combines Order Processing, Customer Service and the Best Call Center Back End in the Business

Bringing together call center, customer service and order management functionality in a single modular system, OrderLogix™ Call Center Edition includes all of the outstanding features of OrderLogix Commerce, and adds some of the most respected call center features in the industry.

In fact, many of today’s top high performance call centers use our back end systems, which seamlessly integrate with most telephone or ACD (Automated Call Distribution) systems — reducing remedial tasks, generating accurate blended call and order reports, and providing real-time performance dashboards.

Other advantages include:
• Immediately implement campaign scripting changes on-the-fly or implement new call dispositions with real-time scripting engine
• Monitor agent performance and KPIs
• Utilize manpower projections, time card and commissions, and call forecasting capabilities
• Reduce call time and expense with our computer telephony integration (CTI) module
• Capture customer service and order data from automated IVR systems

Sales Management

With OrderLogix Call Center, agents will have the knowledge and the power to maximize every customer interaction. From accepted payment methods to the collection of state and local taxes, you can be sure that every order submitted will be a valid sale that follows all of your unique business rules.

Our dynamic scripting engine will automatically tell your agents which offer the customer is responding to, decreasing call times and increasing efficiency. You can insert FAQs, closing statements, or any other useful sales tools directly into the call script, improving the quality of every customer interaction and dramatically increasing an agent’s ability to cross-sell or up-sell the original offer. If an offer isn’t working, you can make campaign changes that immediately take effect while ensuring that your entire sales force is on the same page.

Campaign-Driven Sales Features:

• Fully customizable product offers allow you to constantly change the amount and price of your products to find the most successful offer
• Installment billing option giving you more flexibility in your payment options, ensuring a higher percentage of approved sales
• Customizable auto-ship engine empowers agents to accommodate every customer’s individual needs
• Unique call dispositions will take inbound leads and turn them into a TCPA-compliant outbound call list, maximizing your Call Center’s efficiency
• Remove the variables that sales agents normally need to worry about: collecting taxes, valid payment methods, state specific regulations, etc.
• Motivate your agents by giving them access to a running total of their commissions and individual sales statistics
• Ensure every order is a sale with our real-time authorization option
• Enforced sales rules for tax collection, holds, state-specific regulations and payment methods, and more

Campaign Management

You’re spending a lot of time and money on research, product development, and production of your advertisements. Even more is spent on getting your message out there, so tracking and tuning your evolving campaigns means you control the results.

Campaign Management Features:

• Sources — calls and orders are always sourced to their respective advertisement or campaign promotion
• Control pricing, discounts and business rules for any product offer; can automatically trigger multiple items, payments and continuity product to be fulfilled
• Cross-Sells and Up-Sells — products are classified and grouped by the way you want them to be sold and reported
• Unique Script Formats — telemarketing scripts with richly formatted text, graphics, links and FAQs can all be presented to your agents
• Custom Fields — create your own fields with drop-down lists, date ranges or numeric restrictions to collect special data
• Payment and Shipping Options — strictly enforce rules for payment options for credit cards, checks, COD and terms down to the product offer; country and state preferences allow you to control where you can ship specific products
• Continuity — products optionally enroll into continuity (auto-ship) programs with options that allow you to customize a program to fit the customer’s individual lifestyle
• Surveys — attached to calls and orders or used for quality assurance, our survey engine allows you to collect data with conditional branching to additional questions based on customer answers
• Return on Investment Reporting — know exactly how your media is performing up to the minute; compare ad copy, stations, media types, markets and more

Human Resources — Time Card

Keep an accurate departmental time card records and track the status of all agents throughout their shift. With our dynamic Time Card system, you will spend less time tracking hourly employees and more time understanding and analyzing your manpower costs and requirements.

When employees log on to OrderLogix Call Center, they will be prompted to log into their respective department. The system tracks paid and unpaid breaks so your records are always accurate and up-to-date.

Time Card features include:
• Supports shifts within each department with different pay rates
• Employees and managers have the ability to view their time sheets from the desktop
• 24/7 Manpower Projections Report based on campaign performance predicts to the half-hour agents needed to staff for your estimated daily volume
• Agent Performance Visualizer provides up-to-the-moment time card status of all logged-in representatives

Human Resources — Commissions

By automating commission management, you enable your sales force to focus on what really matters: closing the sale. Automation not only reduces needless paperwork, but it also gives you a simple, accurate way to maintain and track commissions for your entire sales force. Commissions are visible to Agents and Managers on their desktop, so they know exactly where they stand.

The system’s commissioning structure allows you to:
• Set up a standard commission payout for the product offer as a flat fee, percentage of the sale price or a percentage of the profit
• Change commission rates from offer to offer, allowing you to pay according to profits built into each offer
• Set up agents to be paid at the standard rate identified on each product offer, or at a multiple above or below the rate based on your agent performance metrics
• Pay commissions on all orders, or payment-approved orders only, varying from product to product
• Provide commission reports out to agents on payday that includes details of each sale item and the status of each item

 

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