Daviker Customer Case Study : Telemarketing

Sheffield based VOICE is an outsourced telemarketing operation, providing clients with an outbound and inbound business-to-business and business-to-consumer solution with a real focus on a service designed to exceed expectations. Established in 2006, the company ethos is based on the provision of a high quality working environment, well trained agents and robust, reliable, state of the art technology

Past

Initially, VOICE employed a basic power dialling solution. However, increasing in size in a short period of time meant their outbound dialling solution had to be flexible and scalable enough to allow for such growth.

Commercial Director, John Robinson added: “The first power dialler we bought was fine to get us up and running, but we quickly realised that to grow and provide the reliability, transparency and reporting demanded by our clients, a more complete solution was essential.”

Subsequently, Daviker were invited to demonstrate the TouchStar Predictive Dialler and VOICE were immediately impressed by both the completeness and versatility of the system.

James Hinchliffe, Managing Director at VOICE added: “Daviker provided the one stop solution our call centre needed. From the dialler, scripting and call recording through to the reporting, everything was there in one package. It gave us the ability to run inbound campaigns through ACD, IVR and skills based routing. The system has given us the confidence that the more complex campaigns can be delivered efficiently and effectively."

• Reporting with detailed statistics from all campaigns - real time and historically.

Increased transparency to clients

VOICE’s clients need to know what’s happening with their campaigns in real time - especially in challenging times when ROI is monitored closely. It is not enough to simply provide reports on a weekly or even daily basis. In competetive sectors it is essential that up to the minute information is constantly available. Each VOICE client can have specific needs in terms of reporting which TouchStar is able to provide.

Call Recording a Legal Requirement to Obtain Contracts

As VOICE has grown, they have won larger contracts and this has included the telemarketing operation for providers of insurance and financial services. These particular sectors are heavily regulated by the FSA and any call centre system’s capability must provide integrated call recording for the legally binding agreements

Whisper Coaching

TouchStar includes ‘whisper coaching’ which enables supervisors to listen in to agent calls and assist them without a prospect being able to hear. VOICE have found this essential for agent training and has become a selling point when pitching for new client contracts.

Integration with Client’s Systems

Daviker’s ability to easily integrate the TouchStar system with other software packages has proved essential for VOICE. John Robinson added: “Working for a number of clients has meant we have had to integrate with many CRMs, back office and fulfilment systems. TouchStar’s versatility has enabled us to do this.”

James Hinchliffe concluded

“Daviker has played a key role in the expansion of VOICE offering their support and expertise. It has been more like a partnership than a client-supplier relationship and we have just taken this further in launching a software development partnership in which VOICE will help provide future direction for the TouchStar product.

Our objective for the forthcoming 12 months is to increase to 200 agents at this site and have an operational second site of an additional 300 seats– we expect Daviker’s expertise will prove invaluable during this expansion.”

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