Outsourcing Case Study - Office Response

Background

Office Response, based in Bristol, began trading in September 1999 and offers a range of contact centre services. The business has flourished since its inception as a direct result of development and retention of a satisfied client base. This client base spans to include SMEs, charities, government organisations and household-name blue chip corporations.

The majority of customers tend to be UK-based, with a scattering of global clients, and there are around 150 members of staff employed by the organisation.

Office Response are able to provide a wide variety of contact centre services including telephone answering, virtual receptionist, outsourcing and inbound campaigns. An assortment of special services are also available, including mail order services, brochure requests, store locator lines, charity donation lines and fulfilment services.

CallScripter was tasked with streamlining their contact centre operations, whilst improving the performance and efficiency of their agents. The primary aims of raising service levels and reducing operating costs were imperative.

Solution

Scripting can often be seen as a negative tool; however Office Response saw that CallScripter could not only ensure that their contact centre operations were streamlined but also improve agent confidence.

The installation of CallScripter provided a highly advanced scripting application which efficiently guides agents through each communication. As the script screen pops, agents are always presented with the correct information thus meaning that a consistent and professional message is delivered to callers. Data capture is guided; ensuring data is collected accurately, first time and every time.

The script editor module enables non-technical contact centre staff to write scripts, with the flexibility to ensure that client requirements are always met. Dynamic reporting modules and the ability for team leaders and managers to view real-time and historical MI mean that call centre operations can be monitored and amended as necessary.

As CallScripter is a browser based application, set up costs were minimal and implantation was swift.

Results

Iain McGregor, Managing Director of Office Response, commented: “The integration of CallScripter has helped Office Response reach and maintain its financial goals. We are now saving around five pence per call, and with over 90,000 calls per annum that equates to over £50,000 per year.”

Noting the positive impact CallScripter has had on office morale Iain also adds: “CallScripter’s advanced functionality enables our agents and script builders to do what they do best. By using this technology, employee satisfaction and retention have increased; whilst at the same time operating cost have been decreased.”