Excell Contact Centres

Problems

• Highly competitive marketplace.
• Legislative requirements within the customer contact arena.
• The desire to develop more inbound business.

Implications

• The requirement to constantly assess its call centre infrastructure to ensure that it fully supports their goal of high performance and excellent customer service.

Solution

• The flexible Amcat software system enabled Excell to run as many as 14 campaigns per week.
• Software with an expansive list of features including extensive reporting.
• Web-based agent scripts that can be altered in real time.
• Effective data management.
• Compliance with DMA and Ofcom regulations and guidelines.

Result

• Using Amcat software technology Excell is planning to extend their outbound call centre seats from 200 to 330.
• Lower overall cost of technology ownership and operational running costs.
• Increased inbound business.