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 .
