001kineticgb.com/wp-content/uploads/2015/07/Sitel...Sitel, one of the largest U K a n d g l o b a l...
Transcript of 001kineticgb.com/wp-content/uploads/2015/07/Sitel...Sitel, one of the largest U K a n d g l o b a l...
Pre
dic
tive D
ialler
Opti
mis
ati
on
Septe
mber,
2001
Sitel, one of the largest U K a n d g l o b a l o u t s o u r c e r s , w e r e concerned that the predictive dialler being used in its UK call centres was not being utilised to its full potential. In order to determine if this was the case and whether improvements could be made, Sitel wanted to gain an independent view of the current situation, implement appropriate recommendations and gain efficiency savings.
Sitel felt that they were not using the predictive dialler to its full potential. In order to gain an independent assessment of the situation Kinetic were asked to review the use of the predictive dialler. The aim was to determine:
Where the dialler was not being fully utilised
Areas for improvement and define a set of
recommendations
The potential benefits that could be realised
© Kinetic GB Limited 2015
Overview
Page 2
Kinetic’s approach enabled
the rapid identification of opportunities for
improvement
Kinetic were able to identify a number of key improvements that enabled Sitel to:
Increase productivity and efficiency
Implement ‘best practice’ processes for the implementation and use of the predictive dialler
Eliminate bad practice within the call centre operation when using the dialler e.g. by
introducing closer monitoring of the ‘extend call’ button
Identify training needs for call centre agents, team
leaders and systems personnel
Improve and upgrade the dialler so as to meet the needs of the business through controlled expenditure in the
dialler
Develop a better working relationship with the supplier
of the dialler so as so improve support
Effectively plan for future growth and expansion
Kinetic, using its knowledge of call centres and predictive dialler solutions, reviewed Sitel’s usage of the predictive dialler by:
UNDERSTANDING the operational processes that the Sitel followed in implementing and using
the dialler and the impact on the operational areas
ANALYSING the findings and comparing to other ‘best practice’ solutions
DEFINING the opportunities for improvement and determining the expected benefits
This work involved working with the Sitel team in order to gain an understanding of the management processes and limitations of the dialler. It was also important to understand the impact of the dialler on the operation in order to determine if the operation itself was reducing the efficiency of the dialler. Within 2 weeks Kinetic were able to identify a number of issues and thus recommend 7 key areas for improvement.
© Kinetic GB Limited 2015
Approach
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Benefits Summary
Kinetic is an independent consultancy specialising in
helping clients to deliver change and transformation
programmes and world-class omni-channel customer
experiences.
Founded in 2001, Kinetic has become known within the
Contact Centre and CRM industry for its dynamic and
innovative but practical approach, in delivering
measurable benefit for its clients.
We guarantee to deliver an ROI for our clients
Our promise is to meet or exceed your
expectations, on time, to budget and to quality
by ensuring the most appropriate skills are used
to meet your needs
Our consultants always work closely with our
client’s teams in order to enhance, support and
integrate with existing change activities
Our consultants have been involved in a wide range of
client projects. These cover both strategy and operations
and within these areas we provide expertise to tackle
business issues concerning people, process, location,
environment, technology selection and procurement,
consolidation, change and programme management.
Kinetic’s unique approach has benefited many clients
across a variety of market sectors. To date we have
worked with 3, Argos Direct, Axa, Balfour Beatty, Boots,
Brakes, British Airways, Broadsystem, Catalyst Housing,
Comet, Compaq, DaimlerChryslerMercedesBenz, Dixons
Stores Group, Dreams, Equion, Europcar, Eurostar, G4S,
Halfords, Hiscox, Homebase, Intercontinental Hotels,
Irwin Mitchell, Jockey Club Racecourses, Lloyds Banking
Group, Morphy Richards, National Express, NFU Mutual,
O2, Office Depot, RAC, Regus, RIAS, Safeway,
Sainsbury’s, Screwfix Direct, Sitel Corporation, sit-up.tv,
Six Continents, Talk Talk, Telegraph Group, Thus, TSC,
Virgin Mobile, Vodafone, Which? and Woolworths.
If you would like more information on Kinetic then please
call us.