Achieve the most from your outbound contact centre resources with our range of intelligent proactive dialler solutions
Empower your agents with intelligent outbound dialling technology
Outbound, or proactive customer contact has evolved considerably over the last few years. There is a clear need for technologies that can enable the agent to proactively call their customers without causing unnecessary disturbance or annoyance to the very people they wish to talk to.
Deploying an outstanding outbound call centre solution will liberate your agents from tedious and repetitive tasks to help them focus on the thing that matters the most – talking to customers.
Proactively reach out to your Customers
Outbound, or proactive calling has evolved over the last few years from the ruthless and aggressive cold calling techniques used in the past. Tightening of regulatory controls has meant a decline in the use of predictive diallers for this purpose. There is now a demand for more sophisticated tools aimed at legitimate outbound customer contact so that agents can engage proactively and positively when they reach out to customers.
We partner with industry leader Noetica who provide precisely this kind of innovative technology, without compromising on dialler performance. SmartBound™ from Noetica allows users to enjoy all the benefits of predictive dialling without any of the associated risks:
This technology takes some of the concepts well established in the inbound world and adapts them for outbound in order to eliminate the ‘dropped’ (abandoned) calls associated with predictive algorithms, delivering a dialler that can dial predictively yet deliver zero abandoned calls.
This refinement of the traditional and largely discredited Answer Machine Detection (AMD) technology, eradicates the toxic side effects associated with AMD by eliminating all silent calls normally resulting from the infamous ‘false positive’ effect (live people being mistaken for answering machines).
This new and disruptive technology delivers not only superior and more accurate Answer Machine Detection (AMD) but delivers remarkable uplifts of around 40% in SPH (Success Per Hour). This means achieving the same results with 40% fewer staff!
Drive your outbound call performance
At Opus we can advise you on the best outbound call services to suit your business. We work with a number of industry leading providers including Noetica and 8×8 to provide a solution that fully integrates and delivers all your outbound requirements.
Our empowering outbound call centre features include:
The unobtrusive nature of SMS for collecting payment, for example, ensures a more sensitive customer interaction and provides customers with more self-service options, giving them the feeling of being in control of the communication process. Interactive voice/SMS campaigns can also significantly drive up your conversion rates. You’re more likely to connect and sell if you ‘warm’ up your customers to your proposition by using SMS.
Looking to reduce the cost of low value calls? We can introduce ‘virtual agents’ to work aside your live agents. These robotic agents can take care of mundane actions such as customer policy renewals and payment reminders. They can even take credit card payments using multi-lingual text speech. If the task becomes more complex, at a single press of a key the call can then be routed back to a live agent. (also see PCI compliance for more information on payments)
CRM and Data Integration
Your list of customers or potential customers is an invaluable asset for outbound calling and you want to make sure it will integrate with the contact centre solution you require. We can ensure that all your CRM data dovetails into your system and is fully integrated. We can also recommend pre-integrated off shelf bundles from major CRM providers like SalesForce or Microsoft Dynamics should they be required.
Real-time Dashboards and Reporting
Information is the lifeblood of the contact centre. Our real-time dashboards and live or historical reporting facilities will give you powerful analytics to make the right decisions about your business and stay ahead of the game.
How we can help
Whether you have a small contact centre with a few new business development agents or a large, multisite centre in need of multimedia/omni-channel capabilities, Opus can offer you a range of intelligent outbound calling solutions to to ensure your business thrives and succeeds.