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High popularity of “Best Practice” seminars demonstrates UK contact centres are committed to positive change
- Delegates voice positive feedback


Manchester, UK, 13th June, 2005 – According to evidence from its recent seminars, Amcat, a global leader in call centre technology solutions, found that UK contact centres are taking seriously the commitment to adopt best practice procedures in their business operations. “The Art of Making Contact” series of seminars hosted by Amcat on applying best practice techniques whilst improving profitability, were hailed as a great success by attendees with over 80% of rating them as good to excellent.

Following the seminars, attendees said they would now make changes to their operations to improve best practices and service. The focus of the ‘Best Practices’ talks centred on improving customer care for inbound and outbound contact including reducing on-hold times, implementing better IVR techniques and reducing silent calls. Speakers showed how these objectives could be achieved without reducing profitability.

Customer Services Manager at Weatherseal, Lesley Sweetman commented, “We run both inbound and outbound campaigns and I am responsible for ensuring we are compliant with best practices. Both my colleagues and I found the seminar very informative and the range of independent speakers gave us plenty of tips on how we can improve our best practices even further.

As a result, we will be focusing on issues such as the quality of the customer experience and making better use of our technology so we can get better results from our data without compromising on compliance. Every call centre is obviously looking to increase productivity and reduce costs – these seminars proved that you can meet this goal and still attain high levels of best practice.” Weatherseal is planning to upgrade to Amcat’s Contact Centre Suite technology to take advantage of new compliance related features.

Head of Sales at Portfield Finance, Mick Stacey shares his experience of the seminars, “All the sessions I attended were of huge benefit to me personally and to our organisation as a whole. As a result we will be making certain changes to our operating procedures to further enhance our productivity whilst complying with industry regulations."

The speakers included industry experts, such as Steve Morrell a consultant contracted to the DMA, Steve Smith, Director of Brookmead Consulting and expert on consumer research, Stephen Tourish, training manager at outsourced contact center 1CallDirect, a presentation on permission based marketing and data protection by specialist consultancy Opt 4 and Alistair Lees, Marketing Director at debt collection company, Vilcol shared its experience of running a profitable and responsible contact centre. The afternoon sessions comprised a number of workshops that allowed contact centre managers to experience real examples of contact centres that have adopted DMA recommendations for best practices in inbound and outbound contact.

Amcat would like to thank all the guest speakers and everyone else involved for making the seminars a great success. The company plans to host further seminars on industry critical issues later in the year.

If you would like to obtain copies of any of the presentations please visit www.amcat.co.uk.

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Editor’s Notes:

About Amcat:
Amcat™ is a leading provider of intelligent contact centre solutions to power dramatic increases in productivity, agent professionalism, and campaign management flexibility. Amcat solutions enable companies to increase operating efficiencies and to continually enhance the quality, capabilities and services available in their contact centre. As a result, contact centres see a dramatic increase in outbound and inbound productivity, a higher level of agent professionalism and the ability to make rapid adjustments to campaigns and operations. Founded in 1991, Amcat has a global customer base of more than 1,100 contact centres. For more information visit www.amcat.co.uk or call 0800 169 2028.

Press Contact: Jane Moores, TTA Communications LTD. Tel: 00 44 (0) 1454 318722. e-mail: jmoores@ttauk.com

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