It seems as we browse through call center trade magazines that the emphasis in the call center industry is technology. While technology is an important aspect of any call center, at Graven Austin & Drake, we feel it is important to put a strong emphasis on the greatest asset a call center can have... people. No amount of technology in the world can replace a professional, courteous voice communicating with your company's greatest asset... its customers.

Inbound Technology

We can route a call to an auto attendant, transfer it to a defined program or extension through IVR and skilled based routing. Our inbound services also offer multiple DNIS per program with priority control and voice mail.

Our Interactive Voice Response (IVR) feature manages inbound call routing by providing options to the caller, determining what is needed, requesting additional information, and routing the call to specific agents via touch-tone input. With the IVR feature, we can create and edit scripts designed specifically for your organization.

Skill based priority... Our technology allows us to assign agents by priority, you can be assured that sensitive campaigns are being handled by our top agents. Specifically, we can assign an agent to receive a percentage of calls in each campaign. This also allows us to assign certain agents to receive inbound calls through our call-blending feature.

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Reports

An important part of managing any program is the ability to obtain the correct information to base decisions on. Here is a list of standard reports we are able to provide:

• Agent Real Time Information
• Inbound Queue Real Time information
• Call/DNIS breakdown by hour
• Detail on Inbound, Outbound and Web-based calls
• Schedule Performance