Scottish outsourcing call centre, iResponse can
now deliver today's campaign information straight
to their customer's desk, by first thing the next
morning.
As a leading provider of contact centre base customer
management services, iResponse, use call recording
to prove to corporate customers that campaigns
are performing to expectations, delivering the
stipulated quality of service.
Finding and distributing relevant campaign information
back to the customer quickly and efficiently was
proving to be an extremely labour intensive and
costly process. Although the information was available,
it was spread over a number of disparate systems
making recovery difficult.
iResponse chose an application called Auto Exporter,
built by Business Systems UK Ltd, a leading systems
implementer of call recording and associated technologies,
to solve the problem.
"The Auto Exporter program from Business Systems
helps us provide a much better service to our
customers, as they now get all the calls from
the previous day, in the format they require by
9.30am the next morning. Previously the manual
process could take up to 6 man hours per day,"
commented Murray McNicol, Financial Director,
iResponse.
BSL tailored their Auto Exporter application for
iResponse, to automate the collation of successful
sales calls, converting, naming and delivering
these calls to the customer in the required format.
This program identifies the relevant calls, from
the Nicelog 8.8 call recorder extracting successful
sales calls only.
Auto Exporter then converts calls from a proprietary
file type to .wav files, simultaneously naming
the files with the telephone number and customer
name, extracted from the DAVOX predictive dialler.
Auto Exporter runs automatically every night,
gathering relevant calls and preparing these to
deliver to the customer in the required format
by the next morning.
"I expect our investment in this service to
be paid back in just three or four months. We
are making cost savings in the man hours that
have been eliminated, which also enables us to
redeploy this resource somewhere more useful within
our call centre," commented McNicol.
McNicol continued; "the service we received
from Business Systems has been very professional
all the way through this project. I was impressed
with the efficient way the consultants attended
to all the details."
For more information contact Business Systems:
www.businesssystemsuk.com
or telephone 0208 326 8280.
If you want to know more about this application
Business Systems can send you full details of
this and other product enhancement services offered
- email sales@businesssystemsuk.com
for the fact sheet - put 'call recording applications'
in the email.
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