PVC window manufacturer Europlas has invested in a new autodialling system from
Amcat for its call centre based in Newton Abbot, Devon. Amcat's Xcelerator will support the company's five show rooms across the south of England and forms part of their plan to increase the number of calls made as well as improve retention of telemarketing staff.
Group IT Manager for Europlas, Graham Ringrose said " After initial research it soon
became clear that Amcat's Xcelerator was superior to other call management systems
on the market and fitted perfectly with Europlas' expansion plans. We can now
demonstrate to prospective employees that telecanvassing is a serious part
of our business, offering attractive career advancement opportunities for staff. We
envisage within the next 6 -12 months our agents will increase from 7 to 10 with the
facility for more sophisticated campaigns that can draw on multiple databases".
He added "I was impressed by the level of service that Amcat was able to provide. The whole installation took less than a week and was in place without the slightest pain".
Key applications for Xcelerator include telemarketing and telesales operations, appointment scheduling, lead generation and customer service. Using a combination of features including "predictive dialling", "web-enabled scripting", intelligent call routing", "agent pooling" and "call queuing" the system is designed to double the number of customers that a telemarketer can reach and thereby increase overall productivity.
Based on an "open" platform the product is compatible with existing equipment and scalable, supporting any size call centre from as little as 4 seats. The Amcat system is OBDC compliant and can import/exchange data with almost any other database program. Because of the HTML design, Xcelerator can be linked via the agent application to almost any third party program, allowing you to update information through an organization in real-time. There is also a digitised recording facility for quality assurance and performance analysis.
When making outbound calls, Xcelerator will automatically screen out answerphones, engaged tones, unrecognized numbers, fax machines and modems - routing only "live" answered calls to the agents. It will also automatically display the script and information relating to the called party, on screen before the agent.
When receiving inbound calls, Xcelerator will automatically read the CLI of the incoming call and retrieve the caller's information from the database. At the same time, the system will also recognise the DNIS of the number the person dialed routing the call instantly to the appropriate agent pool.
Contact Amcat: 0800 169 2028 http://www.amcat.com
Established in 1991, Amcat is a privately held, international company which designs, markets and sells its Xcelerator range of CTI based solutions for call centre management. Amcat currently has offices in Edmond, Oklahoma (USA) and London (UK). Amcat was the first company to develop and sell a Microsoft NT based predictive dialling system. Amcat products are aimed at both the corporate and SME market, or any organisation with a telemarketing operation. The company currently supports over 1,000 installations in North America and Europe.
Established in 1976, Europlas has been manufacturing and installing PVC-U windows and conservatories for over 20 years. Headquartered in Newton Abbot, Devon, Europlas has 5 showrooms throughout southern England, one installation depot and 65 employees. All products and services are BBA and BSI approved.
Jane Moores/Sally Minchin,
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