Home Logic Unlocks Flexibility by Switching to the Hostcomm Hosted Dialler
Eliminating the slow, process of replicating an in-house dialler, Home Logic used the Hostcomm hosted solution to expand to new call centres efficiently - with the added benefits of improved reporting and convenient management from one location.
Home Logic UK Ltd: Fast-growing energy saving specialists
Home Logic UK Ltd promotes, sells and installs energy saving products for the home, from innovative Icynene spray foam insulation to masonry cream that insulates external brickwork. The company’s activity involves large-scale outbound campaigns conducted by 90 agents from call centres in Southampton, Warington and Newcastle.
The company’s commitment to quality has resulted in consistent expansion across the UK, with every new location growing the scale of the salesforce – and, potentially, the burden of managing dialler technology.
Finding the right hosted dialler to keep up with growth
For several years, Home Logic developed and built its own dialler to support its outbound campaigns. However, as the company expanded its national presence, this hard-wired system was becoming an obstacle to growth. Running three call centre locations would mean three times the required resources, three times the management.
I’d definitely recommend Hostcomm. The dialler does everything we need it to, there’s always a clear, supportive line of contact.
In addition to flexible deployment, Home Logicwas also looking for simplified, streamlined management to make his days easier.
“Our previous dialler was just less functional” adds Elliot. “I wanted something that was nice and simple to use, easy to run, and provided everything we needed.”
In March 2017, Home Logic’s directors began searching for a hosted dialler that could support their growth. Following a recommendation from a former colleague, they found Hostcomm.
How Hostcomm empowers Home Logic’s campaigns
"We started trialling the Hostcomm hosted dialler in April 2017,” says Elliot. “By definition, a hosted solution gave us the flexibility and centralised management we just didn’t have before. We could deploy in new locations quickly and easily. But we also saw a positive impact on our agents.”
During the trial at a single location, Home Logic and Hostcomm gathered feedback from agents. This revealed that the Hostcomm dialler wasn’t just more flexible – it delivered a better, easier agent experience as well as better reporting and analytics.
“Our Hostcomm account manager helped us get the most out of our trial, and I liked the system a lot,” adds Elliot. “It was a massive change for the better and so we went from there.”
Following the trial, the Hostcomm Hosted Predictive Dialler was implemented across three call centre sites – Southampton, Warrington and Newcastle – with centralised management from the Southampton head office.
“Our dialler met the needs of our agents, but there were a lot of manual processes involved in management. Each new site would have to be set up with our internal VoIP network, then all dialler management would have to be on-site. It was just impractical to have the same dialler infrastructure replicated across multiple sites – we knew we needed an alternative solution.”
Easy to manage and easy to expand
As a hosted solution, the Hostcomm dialler can be managed from a single site, then accessed by agents from any authorised location. For Home Logic, this saves time and money as the business grows, not just on adding new locations but also managing those locations for the long-term.
“Before, setting up a new office would have involved a company coming out to install specific VoIP lines and have been an awful lot more hassle,” says Elliot. “With Hostcomm, it’s very much a plug-and-play system that can scale, with the advantage of being able to operate it remotely from wherever I need to be.”
Home Logic started with thirty users and has since gone on to a total of 90 agents at any one time. The streamlined deployment of the Hostcomm dialler has been crucial in this process.
"We started trialling the Hostcomm hosted dialler in April 2017,” says Elliot. “By definition, a hosted solution gave us the flexibility and centralised management we just didn’t have before. We could deploy in new locations quickly and easily. But we also saw a positive impact on our agents.”
Improved visibility, reporting and analytics
With centralised management, Hostcomm Hosted Predictive Dialler gives Home Logic complete visibility of the entire operation. This is supported by Hosted Predictive Diallerextensive reporting suite, where hundreds of reports cover everything from real-time activity to agent performance, talk-time and sales metrics.
“The report functionality in our old dialler was very limited,” says Elliot. “With the Hostcomm dialler, we can dig a lot deeper into specific user stats over a prolonged period of time, which is very valuable. It’s easier to see talk times and individual stats, as well as overall data for each call centre and, crucially, the company as a whole.”
In addition to measuring and analysing performance, Home Logic can use reporting to make more informed decisions about data.
“Telephone Preference Service filtering happens automatically with live TPS screening, but, for me, it’s great to run specific reports and see how good or bad a data set is. That helps me to really evaluate data and decide whether that company is worth purchasing from again.”
Transforming the agent experience
Where the system Home Logic’s agents previously used was little more than a phone on a desk, the Hostcomm dialler interface was well-received by agents.
“It was a massive change,” says Elliot. “The Hostcomm system makes agents feel more involved with what they’re doing, because they have the ability to type in specific notes about customers and frequent tasks like dispositioning are more streamlined. Home Logic also uses the Hostcomm Advanced Wallboard, offering real-time visibility to agents, team leaders and managers. With metrics like talk time and sales on display at all times, the wallboard ensures agents can always see how they are doing and fosters a climate of healthy competition.
“The team can look up and see how they compare to everyone else,” adds Elliot. “They try to make it a competition between themselves to beat each other, which is great for motivation. Outbound calling isn’t the easiest thing to do, but the Hostcomm interface makes the working day easier.”
Saving time with CRM integration and call recording
The Hostcomm development team worked in close partnership with Home Logic’s own developers to integrate the dialler with an existing Customer Relationship Management (CRM) system. This would automate previously manual processes to save time and improve efficiency.
“We used to spend time entering call dispositions and successful opt-ins on our CRM system, which took time for Management,” says Elliot. “The Hostcomm team worked in a three-way triangle with ourselves and our off-site development team. Their ability to collaborate and communicate has helped u get a decent result.”
Today, calls dispositioned in the dialler are automatically reflected in the CRM system, along with captured call recordings for compliance. This ensures that Home Logic have all the information they need without the manual process of replicating data across platforms.
Building a National presence with Hostcomm
Today, Home Logic has replaced its old dialler with a simple hosted solution. Hostcomm Hosted Predictive Dialler offers the same functionality as the company’s previous dialler, with the added advantage of more powerful reporting, an Advanced Wallboard, and CRM system integration. All in a platform that can be managed from one place and used from anywhere.
“I’d definitely recommend Hostcomm,” concludes Elliot. “The dialler does everything we need it to, there’s always a clear, supportive line of contact.”
Summary
As Home Logic’s call centres expanded across multiple locations, replicating the dialler setup would prove complexWith the Hostcomm Hosted Predictive Dialler, Home Logic gets a solution that can be deployed quickly, managed centrally, and used from anywhere – with the added advantage of improved reporting and a better agent experience.
