Garlands enhances outbound services with investment in Amcat intelligent call handling technology
Manchester, UK, 15th June, 2005 - Garlands Call Centres, an award-winning supplier of customer contact services to blue chips, has extended its outbound phone-based capabilities with an investment in Amcat intelligent outbound technology.
Amcat features - including ‘optimised’ dialling algorithms, comprehensive web-based reporting, real-time statistics and extensive data management tools - has enabled Garlands to provide more advanced management and reporting facilities to its clients. Other Amcat capabilities, such as advanced extensive ‘Do Not Call’ features, digitised recording and support for the UK Data IT’s ‘silent call’ file, has assisted the company in meeting and exceeding its outbound obligations under the Telephone Preference Service (TPS) and DMA guidelines.
“The recent negative publicity surrounding outbound calling, particularly in connection with the extension of Corporate TPS, reinforces the need for outbound operators to adopt Best Practices” said Garland’s Chief Executive Chey Garland. “That not only means that business processes must be optimised, but also that advisors are extensively trained and given access to the best technical resources. We are committed to being at the forefront of this intelligent approach to outbound customer contact”.
The Amcat software has been installed for 248 seats within the Garlands contact centre at Middlesbrough.
“At an operational level, the quality of technology deployed can make a massive difference to the service that’s ultimately delivered to customers” said Garlands Commercial Director Jim Bainbridge. “The Amcat technology enables us to set up and change campaigns in real-time without the need for external support. What used to take days now takes hours. In a competitive market, it’s extremely important that we have this degree of flexibility and independence. The Amcat solution has proven cost-effective and flexible – and, more importantly, the campaigns that we’ve run using the equipment have been extremely successful”.
As a technology vendor, Amcat is committed to Best Practice and has worked closely with the Direct Marketing Association (DMA) on its outbound dialling recommendations. It was also one of the first software manufacturers to support the Silent Call File developed by UK Data IT.
Amcat has run a series of ‘Best Practice’ seminars for call centres aimed at promoting the responsible use of technology in outbound contact with guest speakers from the DMA and TPS.
Garlands is a leading UK provider of outsourced customer contact services via phone, email and the Web.
Garlands' services range from customer service to outbound customer acquisition, debt collection, customer retention, technical assistance, cross-selling, upselling, staff accounts, activations, credit management, customer registrations, customer lifecycle management and many other back office functions.
Garlands believes that people are the key to delivering superb customer service. It provides comprehensive and innovative programmes with a holistic focus to develop the skills of its staff - programmes that extend beyond the call centre and into the local community.
The company owns five prestigious contact centres, three in Hartlepool Marina, one in Middlesbrough town centre and a new Contact Centre Village in Stockton.
Garlands was named Marketing Magazine's 2004 UK Contact Centre Agency of the Year as well as 'Tees Valley Company of the Year' at the 2004 Tees Valley Business Awards.
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.
Jane Moores, TTA Communications LTD., Tel: +44 (0) 1454 318722, E-mail: firstname.lastname@example.org
Michael Gray, Garlands Call Centres, Tel: +44 (0) 20 8744 9168, E-mail: email@example.com
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