Claims Management Company Celebrates Dialler Success

Crystal Legal Services has doubled employee numbers every year since deploying a Hostcomm dialler. 

In 2009, claims management organisation Crystal Legal Services needed to implement an efficient, cost-effective process for contacting potential clients about payment protection insurance (PPI).

“I knew that a premise-based dialler would require a lot of capital which I didn’t have,” said Tony Shields, Managing Director at Crystal Legal Services. “I wanted all the functionality of an on-premise solution without having to pay nearly as much for it.”

The company chose the Hostcomm ContactPro automated predictive dialler to support call centre agents in making high volumes of calls. The business today reaches around 53,000 potential customers a month and has doubled its employee numbers each year for five years.

A hosted dialler is more cost effective than on-premise solutions

The hosted dialler offers a more cost-effective solution to on-premise diallers.

Its customers also benefit from secure, high-quality and consistent connectivity and continuous access to the most up-to-date technology, with upgrades and maintenance included in the cost of the service.

It was a straightforward decision for a small business and, as the company has grown, Hostcomm has scaled up the service to meet the company’s increased call volumes.

The dialler can be used for simultaneous inbound and outbound calls

The dialler in place today – part of Hostcomm’s multi-channel contact centre solution – can be used for simultaneous inbound and outbound calls. It means that if all agents are tied up on outbound calls and a call comes in, the dialler routes the caller to the first free agent.

The solution is used predominantly for outbound calls. But when agents secure new clients, the company uses the dialler in a slightly different way.

The company’s workflow management software groups clients into different stages within the sales cycle. For example, some clients may have shown interest but not concluded the process, and some have been sent paperwork but not yet returned it.

They can therefore serve their clients better because agents don’t have to try and remember details, such as to return a call to a client who wants more information or advice.

“We believe Hostcomm has been integral in the success of our campaigns. It’s a nimble organisation that can provide highly tailored service and support to its clients,” said Tony Shields, Managing Director at Crystal Legal Services. “The company employs people who care and genuinely want to do a good job. For our work with Sport Relief and Comic Relief, they demonstrated a real willingness to help out.”

For more information about Hostcomm, visit their website.