The latest Telescan Level 2 technical certification class was on October 20-23. The new on-line version of Level 2 brings a great set of benefits to Telescan Spectrum owners, including system and server knowledge, along with additional support discounts. Level 2 technical certification is available to all Level 1 certified Spectrum sites.
In August, Telescan distributed their second major update of 2014 to the Spectrum System. Included are enhancements to the handling of inbound SMS and email, enhancements to the secure delivery messaging feature, and a new Spectrum chart for analyzing targeted service levels and operator productivity. Overall there are sixteen enhancements, plus numerous smaller changes, and improvements to benefit Telescan users and their customers.
In other news, Telescan’s popular Level 1 Technical Training moved to the Internet in June. The TUNe/Telescan joint training program began in 2010 with classroom training. This summer’s two day on-line course had more than thirty attendees and a 100 percent pass rate for the Level 1 Certification exam on day three. Congratulations to the trainees.
Telescan announced the release of an enhancement to Spectrum Charts – a feature of the Spectrum system that enhances the ability to analyze system and agent performance. Agent labor cost is the single largest expense in the call center and these new charts, which are accessed via a Web browser, let Spectrum users schedule more precisely and quickly adjust staffing to meet call volume. Spectrum Charts also allows for more accurate agent evaluation and validates agent performance metrics.
According to Todd Kamp at Business Centers of Missouri, “Just in Beta testing we’ve identified multiple issues with the way we were staffing and operating. Now that I have this feature I know the exactly what the agents are doing or not doing.”
Spectrum Charts is one of many features included in the Spectrum system with software Release R1-14.
Telescan, a division of Amtelco, announced the release of Spectrum Dialer, a SIP-based outbound dialer that supports appointment reminders using imported CSV or Excel formatted call sheets. Once the calls are made and the responses are gathered, Spectrum Dialer automatically emails a summary report to the client showing the results of each person’s confirmation request.
Spectrum Dialer is platform-independent, softswitch-based and works with any call center system. With Spectrum Dialer call centers can offer customers a cost-effective tool for appointment reminders with the ability to automatically route calls back to the call center for rescheduled appointments or cancellations.
Roger Young, president of Telescan, a division of Amtelco, announced the move of Telescan’s offices November 1. “After 25 years in our previous location it was time for a change. The new space provides a more technology-driven environment and better collaboration for our sales, service and software development groups to serve our customers’ needs. Please come and see us in the new location, at 617 Salt Lick Road, St. Peters, Missouri 63376.”
For more information, contact Amtelco at 800-356-9148.
Tom Curtin, president of Amtelco, and Roger Young, president of Telescan, announced the promotion of Telescan’s Bob Zoellner to the position of general manager for Amtelco’s Telescan division in St. Louis, Missouri.
Zoellner has worked for Telescan for six years as technical services manager. In that position he handled technical services for customers and designed Telescan systems.
As General Manager of Telescan, Zoellner is in charge of day-to-day operations and working with the Wisconsin and Missouri offices to enhance and consolidate services. He is also continuing to work directly with customers to promote the products that meet their needs.
Telescan released Spectrum web appointment scheduler and notifications application. Offering convenient appointment handling closely ties clients to their call center. No third-party system is necessary, so the call center is in complete control.
The appointment scheduler programming is easy and handles the full range of appointment schedules including the most difficult protocols. Spectrum web appointment scheduler and notifications is completely web-enabled and includes real-time updates so there are no double bookings.
Telescan released Spectrum data manager R1-13. Featured in this update is a new approach to call routing that provides new opportunities for controlling call distribution, managing staffing, and creating revenue through new services. The new call routing feature is based on existing concepts of account priority, operator skill level and operator capabilities with respect to client classes, but more flexibility is now possible.
Advantages and benefits include:
- More efficient use of higher skilled operators, allowing them to handle the more difficult calls first, while interleaving less difficult calls
- Effective isolation of operators who are in various stages of training, presenting them only those calls they are trained to handle, reducing errors and improving customer satisfaction
- Ability to raise the priority of calls under busy conditions to prevent ‘call starvation’
- Ability to route calls to operators performing administrative functions during call traffic spikes
- A more effective way to segregate call traffic in multi-office installations, or within an office
- New revenue streams with the ability to define and control levels of service, including the new emergency mode
Two major teleservices vendors, Amtelco and Telescan, today announced a merger agreement. The announcement was made simultaneously by Roger Young, president of Telescan, Tom Curtin, president of Amtelco and Joe Everly, CEO of Amtelco, at Telescan in St. Louis, Missouri.
“The merger of Telescan with Amtelco provides a big boost to both companies and their customers,” said Roger Young. “It gives Telescan and our Spectrum System users access to Amtelco development resources, innovations, and products.”
Tom Curtin said, “Amtelco and Telescan have been innovators for over 35 years. Together, the companies will offer the TAS industry a unique breadth and depth of technology and service to meet their call center business needs. Telescan’s development team and loyal customer base will be a much welcome addition to the Amtelco family.”
Amtelco was founded in 1976 by Bill Curtin and quickly became a trusted name in the Telecommunications industry. Amtelco introduced the first telephone switching system in the marketplace. Amtelco’s three major divisions, TAS call center, 1Call healthcare, and XDS digital switching, form a winning combination, backed by an esteemed service and support department.
Telescan was founded in 1976 by TAS visionary, George Meyer. Roger Young became president in 2002. Telescan’s TAS operating system, Spectrum, first introduced in 1990, has been a leader in call center innovations, helping business owners reduce operating expenses and increase profits.
The merger will not affect the daily operations of either company. Telescan will become a Division of Amtelco and will continue to operate in St. Louis, and Amtelco will continue to be headquartered in McFarland, WI. Amtelco looks forward to working with TUNe (Telecommunication Users Network) and NAEO (National Amtelco Equipment Users) to encourage the sharing of ideas, mutual support, and product development.
Telescan recently introduced their new Spectrum appointment scheduler, a Web-based program that helps teleservice customers organize their business schedules, staff availability, and allows call centers to make appointments 24/7. The appointment scheduler does not have a monthly fee. “Our Appointment Scheduler is not only easy to use, but saves money,” said Patty Anderson, Telescan’s director of sales and marketing. “With Spectrum appointment scheduler we’ve eliminated the per-schedule cost by developing a scheduling program with a one-time purchase price. This will bring back the profit in appointment scheduling.”
The Telescan’s Spectrum appointment scheduler:
- Allows agents to take appointment requests 24/7
- Maintains the customer database
- Improves schedule utilization and avoids overbooking
- Cancels and modifies appointments easily
- Minimizes no-shows with email appointment reminders
Telescan will be demonstrating their new Spectrum appointment scheduler at the 2011 ATSI Convention and Expo.
In other news, Telescan has introduced a new disaster hosted service program to keep their users running, no matter what disaster might hit. Telescan will have a hosted bank of users’ servers secured in a safe place. In the event that one of Telescan’s users experience a disaster that takes down their equipment, they will be able to forward calls to the Telescan server and continue to operate, taking calls from the remote line with uninterrupted service. Patty Anderson, Telescan’s director of sales and marketing said, “We can’t prevent disasters, but we can keep our customers running.”