As Ms Joy Presillas, General Manager of QDF - Quinn Data Facilities,
elaborates - "For our client base in the UK, Ofcom Regulations compliance is
a mandate. The earlier solution we had limited us in this area. We were
looking for a platform which will take care of the compliance and give us
the call pacing we were targeting. Effective blend of both was the key
factor for the narrowing down to a solution. Drishti's Ameyo gave us the
capability to choose an aggressive pacing while the predictive dialing
algorithm took care of call abandons so that we do not exceed Ofcom limits."
As a result of initial 'over-enthusiasm' by contact centers, regulations
were implemented to keep a check on the silent or abandoned calls. Silent
calls occur when automated outbound dialers generate more calls than can be
answered by call centre staff and hence the receiver does not hear an agent
voice. This can be annoying and irritating and for some people can cause
worry and anxiety. Such calls are disposed as abandoned calls by the
dialers. Regulatory authorities like Ofcom and FTC have laid out guidelines
on handling of abandoned calls.
However, as the pacing is apprehended, there arise situations where the
dialing lists are much larger than what the agents are actually handling.
There might be times that the agents are sitting idle because the dialer is
unable to generate enough live connects due to restricted call pacing. This
directly affects the business productivity. Hence, a smarter solution
providing compliance and productivity to both is the obvious choice for any
next generation call center to grow.
Ameyo implements intelligent LearnSys Algorithm for predictive dialing
and supports dynamic pacing. Here the call abandons allowed can be set and
Ameyo dialer will automatically tone down the call pacing ratio if call
abandons near the pre-set limit thereby taking care of Ofcom regulation
compliance. Beyond the compliance, various functionalities of Ameyo and the
architectural flexibility to accommodate integrations & customizations
define the advantages of Ameyo as a call center solution.
As Varun Bansal, Country Representative, Drishti Philippines adds - "QDF
had chalked out the need for a continued monitoring and analysis tool to
ensure that they meet their Key Performance Indicators (KPIs). We made
customizations in Ameyo to provide a tailored sales dashboard displaying
real-time sales statistics on hourly basis to suit their processes. Even
their technical queries were responded and resolved by our 24X7 Help Desk
with promptness and efficiency. We are pleased to have helped QDF transition
from the previous legacy solution to the smarter Ameyo."
With Quinn Data Facilities, Drishti Philippines adds another key client
to their rapidly increasing customer base in APAC. Cost-effective and
quality solutions from the house of Drishti coupled with their excellent
local support are winning them appreciation from major BPOs in the region.
About Quinn Data Facilities (QDF) Inc.
Established in the Philippines in 2008, Quinn Data Facilities (QDF) Inc.
is a fast-paced growing organization focusing on data management and
outbound telephone fundraising. They aim to provide successful telephone
fundraising projects for their clients in the UK and in Australia. Riding
ahead of competition, QDF relies on a robust technological infrastructure
that is fully scalable, extremely redundant and disaster recovery compliant.
About Drishti Philippines Inc.(
www.drishti-soft.ph )
Drishti Philippines Inc. is a wholly owned subsidiary of Drishti India -
a leading innovator of communications technologies for next-generation
Enterprises. Drishti's multi-award winning innovative solutions are powering
millions of customer interactions across the globe. Since its inception in
Sep 2006, Drishti Philippines Inc. has acquired clients in all major cities
including Makati, Manila, Ortigas and Cebu. With highly responsive local
support and 24 X 7 Help Desk services, Drishti Philippines ensures smooth
operations for their clients.
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Kshiti Garg,
Drishti-Soft Solutions Pvt. Ltd., +91 - 0124 - 4771000
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