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Flexible Contact Centre…expands to fit your needs…Centric launches VoIP hosted centre…

Centric Contact Centre helps start-up companies control costs.

Centric launches “Hosted Predictive Dialler” improves the quality of service, maximises agent productivity, and increases revenues.

Centric makes a significant switch.

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Case Study: Call Centres 24×7 Saves £100,000 and Counting in 2004 Using Centric’s Virtual Contact Centre

The Challenge Call Centres 24×7, a contact centre business process outsourcer, had acquired over 40 customers since November 2002 by specialising in providing high calibre, cost-effective customer service and technical support services to its clients. With a clear value proposition and tight quality control mechanisms for its agents came accelerated growth for the company.

This growth mandated a technology upgrade to accommodate an expanding customer base, alleviate pressures to remain price-competitive, and provide robust feature functionality.

To accomplish these goals, Director Shane Miller set out looking for a contact centre platform and underwent a two month long due-diligence process. Having had extensive experience with premise-based contact centre hardware, Mr. Miller understood the costs and complexities that came with such choices, and instead opted to look for a “virtual” solution that would allow his company to focus on servicing customers instead of maintaining technology.

The Solution

As Call Centres 24×7 serviced a broad client base across different vertical industries, Mr. Miller found that Centric’s Contact Centre provided an ideal suite of features for sophisticated outbound and inbound call routing, combined with robust CRM and Graphical Reporting tools.

“With our previous system, we faced constant technical challenges,” said Mr. Miller. “It consisted of custom software on black box servers with expensive telephony cards and trunk lines from the carrier. In addition it also took us sometime to get the new numbers set up by BT and to integrate them into the system. All this resulted in delays to our clients.”

In addition, Call Centres 24×7 was attracting increasingly larger corporate clients who had ever expanding technical requirements for their outsourced contact centre partners. “Our previous system had rather limited reporting capabilities, and it didn’t offer enough ROI,” commented Mr. Miller. “We didn’t want to maintain the system ourselves, and we wanted something that could grow with us without a huge upfront investment.”

With Centric, Call Centres 24×7 was able to avoid those costs and complications while leveraging the features they needed to provide world-class outsourcing. “Centric met all of our requirements, and more. The sales and support staff were extremely helpful, and continue to be so as we make occasional changes to how we have the system configured – that’s a hallmark of Centric that we’ve benefited from immensely,” said Mr. Miller.