Demo Area

CallScripter

Case Study

Call centre firm makes major cost savings and improves performance levels by utilising the CallScripter 3.5 platform.

Summary:
Founded in 1993, Office Response had built up an impressive client base served by its call centre in Bristol. In order to remain competitive and continue winning new business they needed a system to provide improved productivity. Since installing CallScripter the company has enjoyed benefits ranging from significant service level increases to reduced operating costs.

The Requirement:
Office Response conducted a review of their call centre systems and identified the need to upgrade to remain competitive and address new markets. They needed a tool to allow them to rapidly and easily develop new campaigns, and the solution had to integrate with existing telephony systems (Avaya INDeX) and have the capacity to link to a range of relational databases.

The Solution:
Office Response reviewed products from various vendors and based on a ranking of price, features and other criteria, selected CallScripter. "We selected CallScripter as it was clearly the best product on the market" says Iain McGregor. With the help of the CallScripter integration team, the system was installed in November 2004. Systems were written to automatically convert Office Response’s existing scripting systems into CallScripter format. "The whole project took around 2 months with minimal disruption to our clients".

The Benefits:
According to Iain McGregor, Managing Director, the CallScripter integration has helped Office Response achieve its financial goals. "We are currently saving around 5 pence per call, and with 90,000 calls per month that’s over £50,000 per year". Iain has also seen a positive impact on employee morale "CallScripter’s functionality enables our agents and script builders to do what they do best. By using this technology employee satisfaction and retention have gone up. Plus, we’ve reduced operating costs by better utilization of staff."

Technology Snapshot:
Scripting: CallScripter 3.5
Platform: Windows 2000 Server
Microsoft SQL Server 2000
Microsoft IIS 5
Microsoft .NET Framework 1.1
Users: 30 agents
Telephone System: Avaya INDeX CPU-X400
Address Management: Allies Computing PostCoder
API Professional V1.11
SMS Messaging: M:Science SMS Server

Customer Feedback:
"We have looked at this transformation as open-heart surgery on our business as we have had to conduct the switch of 600 live clients without down time or business interruption. The work that has been done to merge the systems and subsequent tweaks have meant that this ‘nervous’ transition has gone without a hitch. Without the first rate technical help and customer care, the switch from old to new software could have been a disaster. As it is we have had an almost seamless change over. Your service standards have already surpassed our expectations and we have found your helpdesk to be of an excellent standard."