The Technology
We have invested over £400,000 to create an up to date
call centre environment. This means that we have an extremely
powerful telemarketing tool with the flexibility to handle
relatively small, intimate jobs as well as campaigns of over
100,000 names.
Our technology includes:
- Avaya Switch
- CTI Call Media
- Fully predictive but capacity regulated
dialler
- Digital Recording
- 150 Seat Capacity
- Remote Listening
We have preview, progressive and predictive dialling. This
is enabled by our ACD, which is the market leading Avaya Index.
The IT is based around CallMedia CTI systems running on servers
with Microsoft Windows, IIS Webserver and SQL Server software.
We develop bespoke campaigns for Clients using the CallMedia
Visual Campaign Builder software.
We use digital recording on almost every campaign. It is
used for span training, quality monitoring and, on rare occasions,
dispute resolution.
We ensure our predictive dialler is not over-geared, but
instead set it to the capacity of the canvassers. This virtually
eliminates customers receiving "abandoned calls"
where the phone rings but upon being answered there is no
caller on the line.
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