Time-wasting nuisance calls are an expensive and irritating fact of life for inbound call centres the world over. Now major European outsourced customer contact specialist SNT Group has overcome the problem by letting customer service agents immediately block offending callers.
Operating on a Telsis Ocean fastSSP programmable switch at SNT’s Rotterdam interconnect hub, an SNT-developed application has cut nuisance calls from 40% down to virtually zero for two SNT customers, and is soon to be more widely deployed.
Called Screen Service, the application exploits the inbuilt DTMF detection and TCP/IP communications abilities of the Telsis switch and achieves seamless integration with existing databases and network infrastructure.
“Nearly half of the calls received at these two call centres were malicious,” says SNT’s Siem Meintema. “Now just a quick series of keystrokes by the agent means any number is barred for a pre-set period. Nuisance calls are now virtually zero and it works even if the callers withhold their CLI.”
Meintema says the payback in financial terms is confidential but ‘very significant’. “It’s not hard to appreciate that a real bottom-line benefit results from being able to block nuisance calls. But there are two other very important benefits - agent morale and productivity. Now agents don’t have to put up with time-wasters, and every call they handle is a productive one.”
SNT wanted to use its existing platforms for Screen Service within the Callmedia business unit in The Netherlands, but was foiled because the switches lacked key abilities. Says Meintema: “There’s no DTMF detection and no open IP capability so we’d have needed a separate application server on top of the switch. It wasn’t cost-effective and did not meet our time to market expectations.
“The Telsis fastSSP captures CLI data and directly queries our existing call hunter database, only letting calls through that don’t match blocked numbers. It is stable, fully carrier-grade and very easy to program using Telsis’ own on-board programming environment. We had Screen Service fully operational within two months of getting the switch.”
The Telsis Ocean fastSSP is a modular platform that can be expanded to a capacity of 256 E1 trunks and 7,680 non-blocking ports. It supports both SS7 and ISDN signalling and has a unique small footprint. Optional integral start-at-the-beginning audio announcement and DTMF detection facilities provide core IVR functionality.
With its headquarters, research and production site in the UK, Telsis (www.telsis.com) has sales and support operations in France, Germany, Italy, The Netherlands, Spain, Singapore and Australia. The company offers a wide range of innovative value-added voice and text services, in addition to carrier-grade infrastructure platforms that include IN service control points, switches, advanced IVR solutions and intelligent SMS routers. Telsis products are in use with network operators around the world.
With revenues of € 318 million, SNT ( http://www.snt.com) is one of Europe’s largest providers of outsourced customer contact services to major corporations. It employs 15,000 staff at 56 sites throughout The Netherlands, Belgium, Germany, Denmark, Norway, Sweden, Finland and France.
Further editorial information:
Telsis Ltd: Adrian Swatridge +44 (0) 1489 885877 email@example.com
Sage Partnership: Kevin Fiske +44 (0) 1189 344007
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