Black & White Group

Problems

• Taking advantage of the high growth phase of Black & White’s business by proactively increasing the direct marketing.
• Setting up an in-house 20 seat call centre, Black & White needed suitable technology that could be up and running quickly.
• Easy integration with corporate Microsoft SQL database holding millions of names.
• Compliance with Do Not Call regulation and the Telephone Preference Service.

Implications

• Heavy reliance on selected call centre technology for outbound sales.
• Maintaining a consistent level of customer service.

Solution

• Amcat contact centre management solution for lead generation to support all inbound and outbound calls.
• The facility to intelligently use information derived from customers to fine-tune current campaigns and build more tailored campaigns.
• Working within the MCCB guidelines (Mortgage Code Compliance Board) through the monitoring and recording of calls.

Result

• Using Amcat technology, Black & White has grown by 400% and generates nearly 100% of new business through the call centre operation.
• A 1in 6 conversion rate for new business.
• A blended environment enables agents to make up to 20,000 outbound calls per day, with 67% live connections, and manage a growing number of incoming calls.