Automated Dialling Solutions
Denwa’s automated outbound dialling solutions can increase the productivity of contact centre agents by up to 300%.
Effective Outbound Campaigns
Today’s Call Centre managers are under increased pressure to conduct effective outbound dialling campaigns, improve customer acquisition and retention rates and control costs. Since people account for almost 70% of contact centre costs,
maximising your agent productivity is a key factor in achieving these objectives.
Currently it is estimated that outbound agents only spend 25% of their time actually talking with customers and prospects. The remainder of their time is spent dialling numbers and listening to engaged tones, unanswered calls or answering machines.
Automated dialling technology can help improve these productivity levels dramatically. Analysts at Gartner Research have established that automated dialling can result in agents spending up to 50 minutes out of every hour speaking with customers (depending on factors such as the technology used, the number of agents in the contact centre and the quality/accuracy of the customer database). That can mean efficiency gains of over 300%!
It has been shown that automated dialling is applicable for contact centres of all sizes, being effective from 5 agents upwards. Whilst we tend to associate outbound marketing with cold calling to acquire new customers, it is also an equally valuable tool for customer retention activities (after-sales follow up, satisfaction surveys, cross/up-selling opportunities and so on) or for providing customer ‘call back' facilities.
Business Impact
The increased productivity derived from automated dialling ensures rapid RETURN ON INVESTMENT and enables your contact centre to:
- Acquire more new customers - by enabling more flexible and effective campaign management and ensuring the maximum time possible is spent talking with prospects.
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Retain more existing customers - by conducting effective ongoing customer communications and care programmes, and exploiting opportunities to cross/up-sell your products & services.
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Control costs - by optimising your most expensive resource: people. Automated dialling also helps improve agents' job satisfaction, thus reducing staff turnover and saving on unnecessary additional recruitment/training costs. Detailed reporting tools also enable effective campaign management and cost control.
Our Solution
Denwa’s automated dialling solutions form part of a full contact centre solution, incorporating all the required technologies and applications. They are based on extensive experience and advanced expertise in designing, implementing and managing end-to-end contact centre solutions in mission critical environments.
We start by understanding your current contact centre environment and your specific business requirements. This enables us to design a tailored outbound dialling solution that takes full account of all the relevant technical, people and process issues.
Our flagship product namely, ‘Xarios Dialler’ has been designed and developed exclusively for Inter-Tel IP telephone systems. This means you can run your campaigns from the comfort of one office, multiple offices and even remote home workers.
Voice over IP technology has allowed for flexible call centre solutions to be developed around each and every type of business,
Contact us today for a no obligation demonstration and proposal on 0845 076 1001.
