Daviker Customer Case Study : Business Services (B2B)

Background

Nationwide Electrical Safety (NES) is a leading expert in Portable Appliance Testing (PAT), a specialised process, checking that electrical appliances comply fully with UK Health and Safety at Work directives.

In the initial stages of their operation, NES dialled prospective clients manually. This method established the business but with ambitious growth plans afoot, they knew they had to make an investment in call centre dialling technology in order to maximise contact rates and sales. Sales Director, Mike Devlin added: “Our business model is based around volume. The more businesses we contact, the more sales we make. And to make more sales, we knew we had to invest in robust, reliable predictive dialling technology.”

Very quickly, they made their decision to choose a TouchStar system supplied by Daviker.

Value for Money Product Supplied by Reliable Provider

NES were immediately impressed by the straight talking, honest and friendly approach taken by Daviker. Managing Director, Mathew Adamson added: “Working in a sales environment, I know all the tricks of the trade. It was refreshing to speak to a company that came in, listened to our requirements, then told us in plain English what the system could deliver. TouchStar is the best value-for-money product on the market and we immediately felt that Daviker are a great company to do business with.”

• Call recording with simple retrieval and playback that monitors quality and creates benchmarks.
• Call centre managers and team leaders receive free ongoing training.
• 24 x 7 x 365 UK based engineering support.
• An appointed expert business development manager to advise on optimal use of technology and processes.

Complete Control of Call Centre

The TouchStar system provides a ‘Supervisor’ module that allows a call centre or dialler manager to see exactly what is happening in the call centre in real time. Mike added: “I can instantly see at a glance how agents and campaigns are performing. I can view sales per hour, contact rates and a whole multitude of other information - all at my fingertips.”

Versatility and Scalability

Mike has been particularly impressed with the versatility and flexibility of the TouchStar system. He added: “As we’ve been growing, we’ve needed to add agents on a regular basis. Increasing licenses could not be more simple with TouchStar with a simple phone call sorting everything out.”

Easy to Use ‘Drag and Drop’ Scripting

The TouchStar Scripting Tool allows NES to change the messages delivered by agents in a simple and time effective manner. Mike went on to say: “We can change both the script and the look within hours thanks to the drag and drop which is some achievement considering the complexity of our scripts. The great thing about the Scripting Tool is it helps everyone get to the standard we require."

Multiple Campaigns and Private Callback Diaries

The ability to create separate campaigns with TouchStar has proved vital for NES. Mike stated: “Around 60% of business generated is on call back with the remaining 40% on cold. We have been able to segment these areas into campaigns and have different teams for each. TouchStar even allows each agent to have a private callback diary.”

Improved Customer Service

NES also utilise the TouchStar predictive dialler to improve levels of customer service. As Mike explains: “We use the dialler to remind customers that our engineer will be visiting and also provide after sales service to check all went well with the visit. We gather a huge amount of business from repeat custom which partially results from the dialler enabling us to provide high levels of customer service.”

Mike Devlin concluded:

“Without the TouchStar system, NES would never have grown in the manner it has. Along with our excellent PAT testers, it is the cornerstone of our business. Daviker are also a great company to work with, always willing to help should we have any queries or issues with what I’d call a ‘human’ customer service.”

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