Case Study: Diners Club Achieves More with Dialler


293
Filed under - Archived Content,

Diners Club has achieved more calls per seat with Hostcomm’s predictive dialling solution.

The challenge

Diners Club wanted to control the pace of outbound dialling. They needed a dialler to generate a steady flow of connected calls for the team and encourage more productive calling. They also wanted to improve reporting for greater visibility of agent and campaign performance. This way, the contact centre manager could review how time was spent on calls and adjust agent training and development accordingly. They were also keen to ensure the chosen solution was compatible with the company’s existing infrastructure and handsets. The system needed to fit within existing budgets and not incur large implementation costs.

The solution

Diners Club IT partner Data Pacific identified a range of solutions but suggested Hostcomm’s ContactPro Predictive Dialler. The Hostcomm solution runs alongside existing infrastructure and is straightforward to implement. Diners Club used the dialler on a trial basis. The agents were initially apprehensive about using it; new technology and processes can impact confidence, so training was organised to get them comfortable with the system. Agents each had 45 minutes allocated for training, but after just 10-15 minutes, they were comfortable with using the dialler.

The benefits

The Hostcomm system offers real-time visibility of agents’ performance and allows management to view data for all campaign and agent activity. This gives agents the power to make decisions which boost productivity and efficiency. The ContactPro Predictive Dialler can be set on a progressive dialling mode, allowing the contact centre manager to speed up or slow down call rates as required, resulting in less wait time between calls.

Diners Club managers can now review performance in real time, giving them insight into a multitude of performance indicators. The dialler has helped them achieve their objective of generating more calls per agent by using disposition codes for every call. Diners Club can now see call length, the success of campaigns, completed calls, and how many sales are made.

The business has not only achieved its objective of making more calls per agent, but also, by using disposition codes for every call, it is gaining insight that helps improve agent performance. The company is also improving campaign performance and getting a better return for its investment in data lists.

Author: Megan Jones

Published On: 6th Jan 2016 - Last modified: 18th Dec 2018
Read more about - Archived Content,

Follow Us on LinkedIn