Applications that Rock! – Case Study

Scottish outsourcing call centre, iResponse can now deliver today’s campaign information straight to their customer’s desk, by first thing the next morning.

As a leading provider of contact centre base customer management services, iResponse, use Call Recording to prove to corporate customers that campaigns are performing to expectations, delivering the stipulated quality of service.

Finding and distributing relevant campaign information back to the customer quickly and efficiently was proving to be an extremely labour intensive and costly process. Although the information was available, it was spread over a number of disparate systems making recovery difficult.
iResponse chose an application called Auto Exporter, built by Business Systems UK Ltd, a leading systems implementer of call recording and associated technologies, to solve the problem.

“The Auto Exporter program from Business Systems helps us provide a much better service to our customers, as they now get all the calls from the previous day, in the format they require by 9.30am the next morning. Previously the manual process could take up to 6 man hours per day,” commented Murray McNicol, Financial Director, iResponse.

BSL tailored their Auto Exporter application for iResponse, to automate the collation of successful sales calls, converting, naming and delivering these calls to the customer in the required format. This program identifies the relevant calls, from the Nicelog 8.8 call recorder extracting successful sales calls only.

Auto Exporter then converts calls from a proprietary file type to .wav files, simultaneously naming the files with the telephone number and customer name, extracted from the DAVOX predictive dialler. Auto Exporter runs automatically every night, gathering relevant calls and preparing these to deliver to the customer in the required format by the next morning.

“I expect our investment in this service to be paid back in just three or four months. We are making cost savings in the man hours that have been eliminated, which also enables us to redeploy this resource somewhere more useful within our call centre,” commented McNicol.

McNicol continued; “the service we received from Business Systems has been very professional all the way through this project. I was impressed with the efficient way the consultants attended to all the details.”

For more information contact Business Systems on 0800 458 2988.
If you want to know more about this application Business Systems can send you full details of this and other product enhancement services offered – email [email protected].