20 Apr Dialler Optimisation Solution – Strong Performance
The elanev dialler optimisation solution has now been live with two clients for six months, and the results have been published.
With one client the solution has delivered a 30% increase to their call centre capacity, with the other the gain is almost 40%.
The dialler optimisation solution works by combining the latest in machine learning technology combined with the unique data-sets built by elanev data to enable users to optimise their call campaigns according to the best time to call and the propensity for contacting the person. The users are able to speak with the customers that would normally speak too much earlier in the dialling process, helping the customer reach a more timely resolution, and reducing the time spent with agents speaking with third parties, or listening to voicemail messages. The solution has also been proven to improve the morale of the call centre staff themselves, they get to spend more time speaking with the right people!
The machine learning ensures that accounts are presented for re-dialling at different times to those attempted previously, so, in time, the users are able to exhaust their call campaigns but in a more productive approach. The machine learning has also shown that as the analytics are calibrated against your dialling performance, the accuracy of the solution improves, as the solution calibrates against the specific attributes of your dialling portfolio.
The elanev dialler optimisation solution can be configured and set-up quickly with the outputs provided back in any file format and template required for easy integration at your side. All of the technology is on UK servers with the highest levels of data security and control standards. We can deploy a pilot for assessment over a calendar month without charge or obligation. elanev is prepared to take the risk in standing up the solution without charge to you, and the commercials are based on any uplift in performance in your call centre, so the full solution can be deployed “net cost” to you.
The dialler optimisation solution can also be optionally supported by the elanev online MI tool, so you can review real-time insights into your performance and the benefits of the solution.
For more information contact us here.