www.noetica.co.uk/news/casestudies/phone.htm -
[Cached Version]
Published on: 10/10/2007
Last Visited: 10/10/2007
The Phone Room's Managing Director, David Dixon says, "Our campaigns can last for weeks, months or years, and many vary greatly.Using a paper based system with a considerable and diverse client list meant there was great scope for error.We realised that a paper-based operation was hugely time consuming and inefficient."
The company started looking at call centre software in late 2000.Noetica's Synthesys was chosen, primarily for its ease of use in setting up campaigns, enabling staff to design and amend their own Callflow scripts - at a moment's notice if required.Dixon continues, "A typical week at The Phone Room can involve us having 3 live campaigns running, but often we'll have up to 12 scripted and ready to go live.When evaluating some computerised offerings we realised that if we needed to change a campaign, this could involve getting the vendor in for a week of re-writing, and us incurring expensive consultancy advice from them."He continues, "Given that campaigns can be subject to regular chopping and changing, we actually need to be able to make these changes ourselves.
...
Dixon continues, "The beauty of the system is real-time reporting, so at any hour of the day we can access up to the minute information for our clients - there is no need to enter this manually, it's all done.
...
Dixon continues, "The nature of our business means we have to be flexible - ready to start campaigns at the drop of a hat.Synthesys' ease of use is quite remarkable, and has given us added flexibility.New members of staff can learn the system within an hour, it really is a matter of sitting them down and off they go.We occasionally like to rotate staff on different projects, and Synthesys assists them in adapting to new campaigns very quickly."
The Phone Room has made good use of Synthesys' Power Dialling feature, as Dixon explains, "Manual telephone number dialling had been the biggest waste of time for us, as there was a considerable scope for error.