Noetica, a UK customer interaction management software provider, announced that Love TM Limited, a new London-based privately owned outsourced call centre organisation, has selected Noeticas contact centre management solution – Synthesys – and Script-Aware Predictive Dialler. Since Love TM started trading in September 2003, it has run 69 campaigns on behalf of its clients, using Noeticas Synthesys, and is currently managing an average of 50,000 outbound telephone calls every day.
We believe that there has been a lot of nonsense talked about call centres, that has resulted in an industry concerned with keeping up with the Jones. We have a central proposition that every decision made will provide a specific and measurable benefit to our employees, clients and their customers, explains Operations Director at Love TM Limited, Chris Marigold.
The solution logically guides Love agents through telephone calls, prompting them with questions and information via a predefined script (callflow). The Dialler establishes how far the agent has progressed through the script, to determine when they are available for the next call.
This aims at reducing the problem of silent calls associated with traditional diallers. Account managers design the callflows, whilst team leaders and senior agents test each callflow before releasing it to the call centre for agents to immediately start handling calls.
The speed at which campaigns can be set up and reported on, and the ease of design, means that Love are able to save significant amounts of time and therefore money, comments the Managing Director of Noetica, Danny Singer.
There are four areas within Lovess business: outsourcing (UK agents making and receiving calls, to and from people in the UK), a hybrid service where work is developed and managed from the UK, but delivered off-shore from South Africa or India, call centre hotelling services where clients use the contact centre infrastructure, but pay for their own agents, and automated inbound services offering scaleable IVR.
Looking to the future, Love expect increased growth, and are looking at even closer integration with its off shore centres in South Africa and India.
2004-02-06
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