1calldirect

Problems

• Unreliable contact centre software technology contributes to low profitability
• Contact centre staff not being used efficiently
• Technology not facilitating staff efficiencies such as call blending
• Increasing telesales industry compliance requires flexible technology that could be optimised to manage compliance issue

Implications

• 1calldirect needed to re-assess its contact centre technology and find a supplier that could provide a reliable, well supported system

Solution

• Introduction of new blended contact centre solution from Amcat
• Flexible Amcat technology enables 1calldirect to tailor its business processes to become more efficient and profitable

Result

• A highly flexible contact centre operation that can run multiple inbound, outbound and blended campaigns
• More than doubled its turnover from £1.0 to £2.5 million
• Increased competitiveness due to enhanced service offering