"I'm not a technical person, so it's nice to know there's support from Hostcomm when needed. The level of service we've received has been brilliant," commented the Contact Centre Manager at Diners Club.
(PRWEB UK) 28 January 2016
Hostcomm has been implemented a solution to boost performance KPIs for charge card company, Diners Club. The business required a commercially viable contact centre solution that could increase agent productivity. As a result, the firm selected the Hostcomm ContactPro Hosted Dialler.
Before Hostcomm, contact centre agents were using click-to-dial functionality in their legacy CRM, but could still not make the quantity to outbound calls it would take to make targets achievable. A predictive dialler was required to take control over the pace of dialling, generate a steady flow of connected calls, and eliminate agent downtime.
"Moving to Hostcomm's ContactPro Predictive Dialler was far easier than I'd imagined. I'm not a technical person, so it's nice to know there's support from Hostcomm when needed. The level of service we've received has been brilliant," commented the Contact Centre Manager at Diners Club.
Diners Club’s IT partner, Data Pacific, identified a range of solutions - but suggested the Hostcomm ContactPro Predictive Dialler for the right balance between cost and capability. Chris Key, Director for Hostcomm, explains: “ContactPro met all the requirements of the business and, most importantly, proved to be cost-effective. As a cloud-based system, there's no capital investment or costly implementation - just a quick and easy set-up with a predictable recurring cost."
The implementation process was incredibly straightforward. After using the system for just ten to fifteen minutes, agents explained that they felt comfortable with regular use. This enabled Diners Club to go directly from a staged trial of the system to a full rollout - unlocking the potential productivity increase faster.
Meanwhile, the changes in performance could be easily tracked and measured using ContactPro's live data. Access to this data has also given Diners Club agents the power to take charge over their own work, boosting their own productivity and efficiency with a clearer idea of how they're performing.
The Contact Centre Manager at Diners Club explains: “The ContactPro hosted dialler system offers real-time visibility of agent performance. Management can view data for all campaign and agent activity, which enables us to offer feedback to the team.”
With no great investment of capital expenditure, Diners Club has successfully achieved its objective. Today, the company generates more calls per agent and has complete visibility over performance indicators - all while controlling costs.