openPR Logo
Press release

Cost of Failure, Cost of Success

10-12-2017 09:13 AM CET | IT, New Media & Software

Press release from: contactSPACE

Improve calling accuracy with Call-time Optimiser

Improve calling accuracy with Call-time Optimiser

Contact centre managers and inside sales teams are constantly chasing efficiency and productivity gains, and often the holy grail of calling strategy is being able to determine the optimum time to call each number, which improves the probability of successful outcomes. Aside from chasing efficiency, there are also compliance issues to be considered, such as the requirement in Australia to comply with the Do Not Call Register Act 2006. Dealing with such issues are crucial to the success of contact centre operations and it’s said that the cost of failure is always higher than the cost of success.

Thankfully we already have cloud-based solutions like contactSPACE which help by providing a platform on which these efficiencies can be achieved, and by providing the facility to streamline compliance.

Contact centre managers are aware of what works best for their operation, such as avoiding calls at certain times in the day that typically yield lower success rates; times such as during lunch hours, weekends and after hours. Although this strategy helps to improve outcomes, there are limitations derived from the grouping of “typical” behaviours and it does not take into account any specific intelligence about individual numbers. So while this strategy might be work it’s not ideal, and it still doesn’t address some of the issues such as calling the same number several times before deciding the number isn’t going to be answered.

This practice costs money and is unproductive. Furthermore, because the calling times are based on “typical” behaviours, you’re still placing many calls at times that may be inconvenient at best and annoying at worst, resulting in poor customer experiences.

Now consider a situation where your team is calling each and every number with pinpoint accuracy! contactSPACE have developed the “Call-time Optimiser” (CTO), a feature that provides this capability, and it's now available to contactSPACE customers. CTO uses analytics derived from AI and machine learning processes, taking into account call data connection metadata from global historical data, and overlaying your proprietary information.

As expected, the benefits of CTO surpass any existing calling strategy. Not only will it help you make decisions about when to stop calling unresponsive numbers, you’re now able to identify the optimum time to call each number, sort and grade those numbers, and distribute amongst your team in accordance with your preferred dialling strategy. This entire process can also be automated, providing significant increases in efficiency and delivering a true “next generation” contact centre solution.

With respect to compliance issues, the contactSPACE solution can provide you with a “Real-time Do Not Call Compliance Service” that limit the risks associated with non-compliance to the Do Not Call Register Act 2006. This Act prohibits making unsolicited telemarketing calls to numbers on the Do Not Call Register, and breaches of the legislation carry severe penalties, ranging from $110,000 to $250,000 for each contravention. Clearly, a failure to implement proper safeguards and policy carries significant risk and potential costs. The contactSPACE service validates numbers and ensures the number status is up to date in real time, and this service is available in conjunction with the contactSPACE platform for a small fee.

To learn more about the Call-time Optimiser and the Real-time Do Not Call Compliance Service, give us a call on 1300 360 533 or email us at info@contactspace.com .

contactSPACE is a cloud-based contact centre solution which helps organisations improve the outcomes of their client interactions as well as eliminating the operational complexities which have plagued call centres for decades. The customers' reliance on costly I.T. infrastructure has been eliminated as contactSPACE requires little more than an internet connection and a headset. contactSPACE has successfully shifted the focus from the technology to the operations of contact centres.

L9, 1 Chandos Street
St. Leonards NSW 2065
AUSTRALIA
info@contactspace.com
www.contactspace.com

This release was published on openPR.

Permanent link to this press release:

Copy
Please set a link in the press area of your homepage to this press release on openPR. openPR disclaims liability for any content contained in this release.

You can edit or delete your press release Cost of Failure, Cost of Success here

News-ID: 768878 • Views: 188

More Releases from contactSPACE

contactSPACE Joins Blackbaud Partner Network as a Technology Partner
Sydney, NSW (2nd July 2019 ) - contactSPACE, a cloud contact centre software provider, today announced that it has joined the Blackbaud Partner Network as a Blackbaud Technology Partner. With this partnership, contactSPACE joins a network of companies that provide applications and solutions that extend Blackbaud’s (NASDAQ: BLKB) cloud offerings in new ways. “Effective multichannel contact is a crucial ingredient in successful donor engagement.” said Steve Halleck, Blackbaud’s senior vice president
Electrifying Efficiency & Contact Quality - Locality Planning Energy Deploys con …
Sydney, January 2019 – contactSPACE, a leading provider of cloud contact centre software and Tier-1 PCI-compliant payment solutions, today announced that Locality Planning Energy (LPE), an innovative Australian electricity supplier, has gone live with contactSPACE. Beginning life as a Sunshine Coast start-up in 2012, LPE has matured into a growing, publicly-listed company, servicing the Australian market with flexible, affordable energy solutions. For the new year ahead, the senior management team have
UbiCar driving efficiency with contactSPACE
Sydney, 11th December 2018 – contactSPACE, a leading provider of cloud contact centre software solutions and Tier-1 PCI compliant contact payment solutions, today announced that UbiCar, an innovative new Australian insurance provider, has selected contactSPACE as their cloud-contact centre solution to drive customer engagement and improve Customer Experience. UbiCar aims to disrupt the Australian car insurance market by utilising state-of-the-art technology, paired with industry-beating pricing algorithms, to benefit end consumers. UbiCar’s
How to enable Inside Sales Teams to become more successful
Having recognised the cost benefits, many organisations are transitioning from a field sales model to an inside sales model, where the inside sales team work independently and are directly responsible for closing business. Most businesses are either already operating in the cloud or are preparing for the migration of many of their applications to the cloud. A recent ABS survey revealed that the first-time take-up of cloud services within Australian

All 5 Releases


More Releases for Optimiser

Emotion Recognition Market 2019 Key vendors Analysis with Industry Opportunities …
Emotion Recognition Market Global Research 2019-2025 has been prepared based on an in-depth market analysis with inputs from industry and research experts. The report covers the market landscape like size, share, growth, trend, industry chain structure, application and its growth prospects over the coming years. The report also includes a discussion of the top players operating in this market. Get Sample Copy of This Report at https://www.orianresearch.com/request-sample/966401 Development policies
Yorkshire Retailers Save £50k with Faster Routes
Worcester, UK – 19 October 2011 – A nationwide white and brown goods retailer has cut its annual overheads by £50,000 after taking advantage of smart route-planning technology. Bradford-based Sonic Direct, the UK’s largest independent electrical retail outlet, began using the online logistics scheduling software Route Optimiser after noticing inefficiencies in its delivery fleet’s manual route-planning process. When the company saw positive results from a single-lorry trial, they made the switch across
RouteOptimiser.com Announces Even Faster Route-Planning
RouteOptimiser.com Announces Even Faster Route-Planning Smart route-planning service calculates 50 times longer routes, in a fraction of the time Worcester, UK – 21 June 2011 – Smart route-planning service Route Optimiser announces an improvement to its underlying route optimisation algorithm this week. The changes mean that hauliers, couriers and travelling field sales engineers can now plot more complex routes, faster. The waypoint limit has been raised by a factor of 50, from 200
Postcode Anywhere Announces Simpler, Slicker Route Optimiser
Worcester, UK – 22 February 2011 – Commercial route planning website Route Optimiser receives a fresh new interface and simplified payment structure this week – making it easier than ever for delivery companies to cut costs, plan shorter routes, and improve customer service by providing an estimated time of arrival. The new payment system offers a choice between “pay-as-you-go” credits and annual user licences, with prices starting from £15 for the
Postcode Anywhere Launches Faster Satnav
Worcester, UK – 12 January 2010 – Business efficiency software specialist Postcode Anywhere launches a new, smarter satnav service this week, which goes beyond simple A-to-B route planning to re-order multiple waypoints into the fastest “optimised” itinerary. The feature adds satnav integration to the online routing service RouteOptimiser.com. It enables commercial vehicle drivers to take their optimised routes with them in their TomTom satnav. Route Optimiser’s lead developer Richard Geary said: “The
RouteOptimiser.com “Significantly Outperforms” Human Route-Planning, Study S …
Worcester, UK – 22 December 2010 – A study of over 300 manually planned routes has shown that Worcester-based IT firm Postcode Anywhere’s commercial route planning software, Route Optimiser, “significantly outperforms” manual routing. The study, which took the form of a “find the fastest route” competition, involved entrants visiting 20 waypoints and meeting two timeslot deadlines. A prize of £250, awarded to Mr Gabhin Hill, was offered for the fastest route