Car insurer Admiral is aiming to boost the productivity of its call centre agents after awarding Kingston Communications a “substantial contract” to upgrade its communications technology.
Kingston Communications has integrated its Rialto predictive dialler with a Nortel Networks Meridian switch and Symposium Call Centre Server at Admiral.
The insurer said it initially boosted productivity by 65% after installing Kingston’s Rialto technology at its Cardiff and Swansea call centres and is now expecting further benefits.
“We currently employ nearly 40 full- and part-time outbound agents who between them make over 100,000 calls a month,” said Brian Martin, outbound call manager at Admiral, which sells car insurance through brands such as Bell Direct, Diamond and elephant.co.uk.
“As we convert 34% of all outbound calls into business, the ability to make more calls in less time will have a very real effect on the bottom line.”
Initially, the Rialto solution was integrated with a small Private Branch Exchange that had been installed solely for this purpose. Its integration into Admiral’s new Meridian and Symposium Call Centre Server, however, is the move that will bring significant extra benefits.
“It has allowed us to extend our outbound campaigns from evenings-only to continuous dialling throughout the day,” said Martin. “Also, we can now record outbound calls. This is useful not just for monitoring agent performance and improving training, but also gives us an infallible record of all transactions.
“In future, we will be able to ‘blend’ agents too, allowing them to switch seamlessly between inbound and outbound calls.”
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