Callpoint Telephone Renewals
CallPoint Connect, for in-bound calls, will allow borrowers to review their loans and renew items over the telephone, as well as checking the status of their reservations and listening to library information.
The task of renewing items is a major task for all libraries and it uses up significant resources in the form of staff time.
CallPoint Connect enables borrowers to review what they have out on loan and renew specific items or all items, without staff intervention, via a dedicated automated telephone line which employs state-of-the-art text-to-speech telephony.
Borrowers can use any telephone to access their account, with no staff involvement , 24 hours per day, 7 days a week.
Anyone can receive general library information, but callers need to be registered as a borrower before account information is provided.
By typing in their Borrower Number and PIN CallPoint Connect will read out the borrower's outstanding loans and prompt them to renew either specific or all items.
CallPoint Connect then processes items that can be renewed, and advises the borrower if items cannot be renewed, in accordance with criteria the library has set, and the borrower's status.
CallPoint Connect interacts with Galaxy to ensure the borrower account is up to date, minute by minute.
Libraries can transfer their customers to a number of extensions. This function is useful when wanting callers to be able to contact other branch libraries, departments etc.
For Library Managers CallPoint Connect offers improved service levels without incurring additional staff costs, and existing staff can spend more time on productive and enjoyable tasks and less time on manual time consuming tasks.
For library borrowers CallPoint Connect delivers improved satisfaction via access to a dedicated telephone line available at times convenient to them, outside library opening hours.
Why delay? Get connected with CallPoint Connect!
Axiell can also help you inform borrowers of overdue items and accounts, with CallPoint Message for outbound renewals!
