Manchester, UK, 20th April, 2006 - Amcat, a global leader in call centre technology solutions, has supplied a customer contact solution to Eurocom GB Ltd, a B2C retailer of mobile telephony services based in Blackpool. As a result the company has already seen a ten-fold increase in the volume of new mobile phone contract wins.
Managing Director at Eurocom, Gary Kay explains the impact that Amcat technology has had on the business that was started over 17 years ago, “We have been running a profitable mobile business for many years, but we had not really expanded significantly during that time. Initially I was sceptical of the claims that Amcat made regarding the potential improvements its Contact Centre Suite solution could make to our business. However, at the end of last year we felt there was little to lose, so we decided to replace our manual method of prospecting for customers with Amcat’s fully automated, blended solution. The results have been phenomenal. Since the system was installed our business has exploded and we have increased our staff from 6 to 27.”
One of the critical success factors for the increase in business was the Amcat technology’s ability to analyse data and create detailed reporting for more focused campaigns. Kay explains, “Prior to using Amcat, we had no way of monitoring the success of our outbound or inbound calls. With the technology’s reporting and data management tools we can produce all types of statistics that can help us improve productivity. The information is like gold-dust. For example we can identify the best days and time of day to call and we can also examine what type of data is successful.”
Amcat’s Contact Centre Suite also manages inbound calls as effectively as outbound. Amcat’s inbound capacity includes a self-service IVR (interactive voice response) system that routes calls, provides voice mail, can perform data look-ups as well as more advanced capabilities such as text-to-speech and speech recognition. The self-service IVR allows the caller to choose from a number of options such as ‘sales’, ‘upgrades’ or ‘customer service’ and route the enquiry more effectively to the right resource. Additionally, by recognising the CLI of the caller, the technology can also automatically pop-up the relevant customer details on-screen.
The system has also enabled Eurocom to train their staff more efficiently. Kay comments, “Using the Amcat system we are now able to identify the specific training needs of each agent. We use the call recording facility to listen in to agents during a call and then play back the calls to measure performance and pinpoint specific weaknesses. This has helped us get the best results from each member of staff.”
Kay concludes, “The installation of the Amcat system has been a major success for our business and we fully expect to recover our investment within six months. Amcat is a professional company with excellent technical back-up. They have continued to work with us as we continue to learn about the capabilities of the system. This knowledge has opened up new business opportunities for us, and we will soon be extending our range of services to include financing for mobile phones too.”
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 1990, 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.
Established in 1989, Eurocom GB Ltd is based in Blackpool, Lancashire. The company now employs 35 people and supplies mobile telephones and complementary services to both consumers and businesses.
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