UK Contact Centre Outsourcing Provider Boosts Agent Productivity and Excels on Campaigns with the Altitude Software Solution
London, UK; July, 23, 2009 – Spark Response, a UK outsourced services provider, has significantly increased agent productivity and success rates for outbound campaigns by using Altitude uCI.
Spark Response needed exceptional dialling performance whilst being certain that they could meet the evolving compliance requirements being developed by OFCOM. An important financial constraint was the need to match revenues generated by the outbound dialling service to the costs of acquisition. Following a comprehensive selection process, Spark selected Altitude’s dialler module for its performance, compliance and subscription based licensing model.
Spark Response provides inbound and outbound services, from multimedia customer care and out-of-hours call handling to telemarketing campaigns, retention, data cleansing and surveys.
Altitude Software integrated the dialler with the existing communications platform, in order to add predictive, automation and intelligence capabilities to its dialling process. The solution provides full control over the voice channel, predicts agent availability based on their position in the interaction, and distributes connected calls to agents. This led to a significant increase in agent productivity in their campaigns.
The Altitude capability to dynamically monitor nuisance ratios, and leave appropriate messages in the case of a nuisance call helps Spark Response ensure continued compliance with the demanding regulatory regime on outbound dialing set up by OFCOM, the independent regulator and competition authority for the UK communications industry.
Altitude Voice Recorder was also implemented to allow Spark to meet the requirement for proof of contract recording. Via Altitude Voice Recorder, supervisors can play back calls and evaluate interactions, using the same forms and queries they use in their day to day supervisor application.
“We are very pleased with the effectiveness the Altitude Software solution has provided to our outbound business. It is reliable and flexible, and has enabled us to increase the productivity of our operation whilst still complying with UK regulations on outbound dialling”, says Colin Bongartz, Head of Contact Centres, Spark Response.
“We were delighted to obtain the Spark Response contract “, states Richard Woollaston, General Manager for Altitude Software UK, Ireland & Nordics. “In particular, our business offer for contact centre outsourcers – funding highly functional systems from OpEx – matches their financial requirements and removes many of the obstacles to growth.”
The flexibility of Altitude uCI enabled a fast deployment of the new processes and services. The software for all live agent seats was installed and commissioned in a few days, with agent interfaces for the campaigns developed shortly thereafter.
Altitude Software’s uCI dialing features are unique to the industry. They provide a single language and editor to manage all media interactions across all channels and easily create voice menus, routing and recording rules, agent screens and outbound scripts, amongst others. The flexibility of the Altitude solution enables the advanced blending of outbound and inbound operations and campaigns, with a strong offering of built-in desktops and knowledge bases for telesales, telemarketing, customer service and proactive customer service operations.
The Altitude solution helps contact centres to become more competitive and effective in customer acquisition and retention. New strategic campaign management and reporting modules further improve contact centre operations and boost success rates for outbound campaigns.
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About Altitude Software
Altitude Software is a leading independent contact centre vendor with the Altitude Unified Customer Interaction™ (Altitude uCI) product line. Altitude uCI manages and improves customer relationships for each new interaction in a wide range of contact centres, from SMEs to large multisite organisations. Altitude uCI is a cost-effective application suite conceived to improve the overall productivity of the contact centre. Since Altitude uCI was engineered to integrate easily with enterprise front office and back-office systems, Altitude uCI delivers significant cost benefits, revenue benefits, and intangible benefits with a limited upfront investment. Altitude uCI not only allows users to achieve return on investment in a limited time frame, but also provides a successful solution to their customer interaction and organisational efficiency strategies. Altitude Software serves around 800 customers of all sizes (with more than 200.000 licenses) in about 60 countries worldwide, both directly and through a wide network of partners. Altitude Software has 17 Offices in four continents. Please visit us at www.altitude.com.
For more information:
Richard Woollaston
Altitude Software Ltd
Tel. 0118 983 8010
Mob. 07887 713992
[email protected]
