Inspired outsourcing saves hours and boosts performance with Hostcomm Predictive Dialer
Using a dialler is essential for business at Inspired. It increases staff effectiveness and reports on what's happening with calls. So when dialler shortcomings began to impact performance, Inspired sought out a new solution.
Hostcomm's predictive dialer was a clear winner in every way. Now, the company has more time to plan, directly impacting adherence to compliance regulations, brand reputation, and campaign results.
When you speak to Hostcomm - they identify the issue properly. There's a follow-up for everything. It’s reassuring to know that my problem is important to them. They'll immediately speak to a data centre, a network guy - whatever's necessary - to get an answer on the same call. They take ownership. We receive first class support from both the technical team and our Account Manager.
The Challenge
While Inspired Outsourcing was already using a dialler, it came with shortcomings that prompted the search for a new solution. With the amount of money they were paying, Inspired decided they deserved better.
One key problem was an unwieldy data management process. Loading lists was a ten-minute task that needed to be repeated as many as 15 times a day. Worse, if a mistake was ever made during the data upload, correcting this was a time-consuming manual task, involving looking up record IDs and manually matching them up.
This meant a higher chance of dialling the same person more than once, leading to increased call complaints.
Creating reports took extensive manual data manipulation, particularly as the company’s client base continued to increase. That made it hard to improve performance and check compliance requirements were being met. This was all supplemented by slow, unresponsive support that was unable to resolve issues quickly – and unavailable out of hours.
Inspired also didn’t have control of dialling pace with their dialler and began to notice higher than normal abandon rates. This, of course, raised compliance concerns.
Inspired knew it was time for a change. A more reliable, cost-effective solution that wouldn’t take so much time out of every day. However, their current customised scripting application was a concern. Would a new dialler cope with the custom fields?
“Our data has a lot of custom fields. Hostcomm overcame this and were able to create custom scripts that also saved the relevant fields within the data,” said Inspired’s Contact Centre Operations Support Manager.
It’s not until you get a better dialler that you can fully appreciate the reliability of the service.
The solution
Inspired ran a trial campaign, putting the Hostcomm Hosted Predictive Dialler to the test. They immediately saw the difference. It provided a more reliable service that was efficient and easier to use and provided access to customised reporting. Hostcomm overcame all the challenges, including the concerns over customised scripting.
- Improved data management and data segmentation
- Improved reporting and customised reports
- AI compliance and agent management with Interaction Analytics
- Improved dialler service reliability
- Improved support with first call resolution
- A branded solution that fits
- Greater compliance, easy to use and much easier to train new agents
Easy data segmentation and upload
Now, Inspired can easily segment and prepare data lists in the morning. Dropping them into the dialler at the click a button is only a two-minute process. The Hostcomm Hosted Predictive Dialler advanced lead search makes moving incorrectly loaded records to a dead list, a quick two-minute task. And now, with the extra time available to plan campaigns, mistakes are a rare occurrence.
Reporting
Reporting was also significantly improved with customised reports for every campaign and client. This was made possible with direct access to the back-end SQL database and the use of AI Interaction Analytics which enabled automated agent performance management.
Reports include real-time details on agent and campaign performance, displayed via a web-based advanced wallboard with a number of criteria by which reports can be filtered.
As a result, management can act on information sooner. They no longer need to spend time pulling reports out of the system. What used to take 45 minutes per report, now takes less than 5 minutes, with some reports automated, requiring no effort at all.
From a business continuity perspective, Inspired can now replicate reports. It's so simple that many more people can do it.
“When I’m on holiday, anyone can run the report. I can finally now go on holiday without getting a phone call,” said Inspired’s Contact Centre Operations Support Manager.
This massively saves time. Information is there when you get in the office and I can use it immediately, instead of spending time trying to pull it out.
Support
Hostcomm delivers the responsive support that Inspired had been looking for, including out of hours. Whether it’s assistance with the dialler, a customised report or even rebranding the dialler, Hostcomm responds quickly. Additional development services are also competitively priced, making the dialler even more cost-effective to operate.
“When you speak to Hostcomm - they identify the issue properly. There's follow-up for everything. It’s reassuring to know that my problem is important to them. They'll immediately speak to a data centre, a network guy - whatever's necessary - to get an answer on the same call. They take ownership. We receive first class support from both the technical team and our Account Manager. ” said Inspired’s Contact Centre Operations Support Manager.
Branded dialler
It took Hostcomm less than a week for Inspired to get a branded dialler - a completely branded, customised interface. “It only took that long because we chose to push it out on an update. We're passionate about what we believe in - we are Inspired. All or desktop backgrounds, screens - even the building is pink and white.
Agents login to the branded dialler - and it completes that feel. Everything looks the same. It fits in, and this is incredibly important to us,” said Richard Ryan, Inspired's Head of Compliance and Systems
