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Managing Director at RSVP Call Centres, Mark Abernethy
RSVP Call Centres is based in London's Docklands, with in excess of 200 seats and a call volume of approximately 125,000 calls per week. It provides a range of inbound and outbound services for blue chip clients; from magazine subscription ordering and customer care lines to lead management. RSVP only employs Equity-card holding actors, with the majority of agents working in between castings.
Tailoring its service to each client's needs is critical to RSVP. Since its inception, RSVP had been using a legacy text-based system, which provided a platform for data capture as well as presenting call scripts to agents. "The original IT infrastructure had been designed and developed by our in-house programming team and although it was fit for purpose, its programming language was obsolete and no longer supported. Moving to a Windows-based system would solve this, be easier to use and project a much more up-to-date image to our clients," says Abernethy.
"In late 2006 our business was evolving and ensuring we met requirements in terms of providing bespoke campaigns, as well as the different business processes our clients required at the agent interface was a real challenge. Introducing new campaigns or amending them on the fly was never straightforward, as our technical team would need to program code during downtime. As there was no simpler way of putting together a script or campaign, this of course lost valuable time."
For its outbound activity, which reaches approximately 100,000 calls per week, RSVP previously used a progressive dialler, which presented customer information to the agent prior to each call. RSVP decided to upgrade the dialler to predictive for use during busy periods, which would near eliminate the time wasted on unanswered calls. Abernethy explains, "During troughs in activity we still wanted to be able to switch back to progressive dialling, as well as maximise agent productivity using predictive dialling whilst minimising silent calls."
RSVP approached Noetica to meet these business challenges and purchased an initial 40 licenses of the Noetica Synthesys™ software framework and it's Script-Aware Predictive Dialler for implementation in the call centre. The implementation was performed by Noetica's technical team, integrating the Synthesys™ software framework with RSVP's Intertel call switch.
"We chose Noetica because its technology was extremely easy for non-technical staff to administer, whereas previously a programmer would devise lengthy code," says Abernethy. "The Synthesys™ Business Process Management module enables us to put together or amend call flows simply by assembling each stage of the interaction where required and the whole process is done whilst the system is still online."
Managing Director of RSVP, Mark Abernethy
Using a visual drag-and-drop interface, the Synthesys™ Business Process Management module enables RSVP to quickly set up, implement, amend and refine business processes or call flows at the agent interface using non IT staff and without any downtime. The call flow then guides the agent through a path of interaction tailored to client requirements, ensuring the right questions are asked at the appropriate time and all of the necessary information is recorded onto the system.
RSVP also selected Noetica's Script-Aware Predictive Dialler, with Noetica performing custom programming to seamlessly link it with the progressive functionality of the original dialler. The patented dialler effectively limits RSVP's silent call rates in compliance with industry regulations, whilst maintaining high performance and high agent engagement.
"The Script-Aware Predictive Dialler enables us to switch from predictive to progressive at the click of a button. The graphical interface is very easy to use and we can respond instantly to peaks and troughs in activity," adds Abernethy.
The Synthesys™ Unified Front End negates the need for RSVP's agents to consult other sources (e.g. databases) or applications by presenting all the information needed on screen.
Subsequently RSVP's training times are reduced, call durations are minimised and higher quality data is captured. This has been demonstrated by RSVP's requirement for validation functionality for address and bank data for some client campaigns. With an interface designed and implemented by Noetica, RSVP is able to seamlessly validate captured data through the Synthesys™ Business Process Management module without switching applications.
The Synthesys™ software framework also integrates seamlessly with RSVP's reporting application, Crystal Reports. "It fully supports any reporting requirement, as every unit of activity is recorded, giving accurate and detailed information," Abernethy remarks.
The Synthesys™ Unified Front End has also supported improved ease of use for existing and new agents, "It is no longer just text on a blue screen so the agents are better motivated and encouraged to bring the words to life when speaking to a caller. Agent feedback has been very positive, as they are familiar with Windows-based applications it is immediately a more intuitive system for them to use," says Abernethy.
RSVP now holds an unlimited license for the system, which is implemented across 200 seats. Other benefits have emerged, as Abernethy comments, "Using the new system has instilled the confidence that we can meet changing client demands every time without long lead-times and downtime for the system. Furthermore, using an up-to-date Windows-based infrastructure as opposed to a legacy text-based system looks great to clients and will maintain a fresh, forward-thinking image."
"The Synthesys™ software framework has enhanced our call centre operations at every level. We have been able to improve productivity both through using the Script-Aware Predictive Dialler to manage agent activity levels, as well as dissipate much of the responsibility of creating and maintaining campaigns to more staff, enabling the technical team to channel their time into other activities."