Altitude Cloud Solution Drives Revenue Growth at Reffekt’s Contact Center in Sweden


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Outsourced Contact Center’s Move to the Cloud Enables Superior Customer Service and Higher Revenue Growth

Orebro, Sweden, May 21st, 2012 – Altitude Software, a global leader in contact center technology, today announces that Reffekt’s adoption of Altitude Cloud Contact Center solutions enabled strong revenue growth and seamless expansion to a second site.

Reffekt, founded in 2009, provides intelligent multi-channel solutions to help companies build stronger customer relationships. With a revenue growth of circa 80% in 2011, during a global economic downturn, the 200 seat outsourced contact center has continued to expand its wings.

“Having used Altitude Software and having received exceptional support throughout the years, the Altitude Cloud Contact Center was the natural step forward. We no longer need I.T resources – it is highly automated, flexible, cost effective, easy to deploy and offers more mobility. I can honestly say that I haven’t looked back since”, stated Micael Jönsson, Managing Director at Reffekt.

Reffekt was already using Altitude Software solutions, but the recent adoption of the Altitude Cloud Contact Center meant that Reffekt could enjoy unprecedented levels of functionality from cloud technology, without the need for I.T resources. This came at a significantly reduced cost, with the added flexibility and capability of becoming geographically neutral.

Reffekt delivers world class customer KPI’s

Reffekt prides itself in delivering world class client KPI’s, maintaining loyal customers for nearly three times longer than the national average, and having one of the lowest ‘customer regret’ rates within 14 days of purchase. Originally part of K3 Nordic, Reffekt primarily focuses on outbound telemarketing (80% B2C and 20% B2B), offering innovative, niche prospect and customer contact ideas for large global companies across a range of vertical markets. The outsourcer also offers a successful inbound customer service channel, consisting of 20 seats with plans to introduce new sites and expand its business globally in 2012 and beyond.

“We are delighted to work with Reffekt on this exciting project, providing them with a fully-integrated cloud contact solution. The solution is bringing added business value to the outsourcing contact center again and again”, commented Henrik Sjöstrand, General Manager of Altitude Cloud in Sweden.

Altitude Cloud Contact Center solution enables Reffekt to stay ahead of the game and focus on its core business. Solution highlights include:

– Altitude Voice Recorder delivers world-class features with all the benefits of a hosted solution: fast set-up, reduced operating costs, on-demand capacity and no capital outlay. Reffekt is able to identify good and bad practices and maximize staff performance accordingly. As a result, agent attrition and staff sickness levels now run at an even lower rate of less than 5%.
– Altitude Cloud Contact Center’s feature-rich multimedia interaction router provides Reffekt with the intelligence it needs to offer every customer an appropriate level of service from the agent with the best suited skill set and within an optimal time frame.
– Reffekt also required a solution to automate its outbound dialing campaigns. The outsourcer now uses the predictive dialing pacing mode to predict when agents will be available and decide how many calls to make. As a result, the Altitude cloud solution significantly improved the time per hour that agents were actually talking to customers, particularly when conducting outbound CRM campaigns.

Remarkable results lead Reffekt to open second contact center site

Due to the success of its first cloud contact center, Reffekt decided to open up a second contact center site, which was up and running within hours. The flexibility and scalability of Altitude Cloud’s Contact Center solution meant that Reffekt could install only a few seats at first and then increase this number to meet the organization’s specific needs within a rapid time-scale and with the lowest total cost of ownership.

Altitude Software’s Orebro-based specialist application service provider team is focused on delivering cloud solutions to contact centers in Sweden, Denmark and Finland. These are completely customizable solutions that can be up and running within a matter of hours with little to no capital investment. Contact centers are able to scale up or down based on demand, while optimizing resources and saving time and money. Free from IT and communications operational tasks, contact centers can focus on their core business relationships to become more productive and competitive.

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