News & Events- Case Studies- DialResults
DialResults, a leading provider of customer engagement solutions, recently announced that a large business process outsourcing (BPO) company achieved significant improvements in key performance indicators (KPIs) after implementing their contact center productivity tools. The BPO company, whose business revolves around assisting financial services companies, was able to increase its productivity by more than 20% through the use of DialResults' solutions, resulting in a significant increase in profitability.
The BPO, which was previously utilizing a manual dialer system, was facing challenges in terms of productivity, quality, and compliance with regulations. The manual dialer system was causing a high rate of dropped and abandoned calls, which in turn, led to a low level of productivity and an unsatisfactory customer experience. The limited visibility into agent performance metrics and an inefficient workflow made it difficult for the BPO to gauge compliance with regulations and improve overall quality.
DialResults' solution, which is built for BPOs, provided the BPO with a comprehensive set of productivity tools including predictive dialers, power dialers, preview dialers, and blended dialers. The predictive dialer was designed to improve the agent's productivity by automatically dialing numbers from a list, filtering out no-answers, busy signals, and disconnected numbers, and connecting only with live callers. The power and blended dialers enabled the agents to make calls quickly and efficiently, and with the preview dialer, they could carefully review the contact details before making the call, resulting in personalized interactions with customers. The platform also provided real-time visibility into the agent's performance metrics, enabling the BPO to optimize performance, and comply with regulations.
In addition, DialResults' solution provided the BPO with a compliant call recording and quality assurance platform. The platform not only ensured adherence to the regulatory requirements, but it also enabled a seamless process of gathering customer feedback and insights. The flexible and customizable features allowed the BPO to tailor their call recording and quality assurance policies to their specific needs and requirements, resulting in a higher level of compliance and quality.
The management of the BPO also noted that the solution had provided them with the necessary tools to optimize their workforce management. The platform provided real-time visibility into agent availability, performance metrics, and the ability to make real-time scheduling adjustments to ensure optimal staffing levels. This feature allowed the BPO to match agent availability with customer demand, thus boosting productivity, reducing idle time, and increasing contact rates.
Another example of DialResults' solution in action is the case of a large insurance company that was grappling with high operational costs due to inefficiencies in its contact center. The company was experiencing a high rate of unsuccessful calls, long hold times, and poor agent performance which ultimately led to a low level of customer satisfaction. The manual dialer system was causing the agents to spend a lot of time dialing numbers, listening to busy signals, and disconnected numbers; this, in turn, led to a low level of productivity and frustration among the agents.
DialResults provided the insurance company with a variety of contact center productivity tools that helped them overcome their challenges while improving their customers' experience. The predictive dialer was the most helpful in this scenario, as it enabled the insurance company to connect with live customers, improving the agent's productivity and reducing hold times for customers. The platform also enabled them to gather customer feedback and insights through customer surveys, leading to the identification of more effective and efficient communication and engagement strategies.
The manual dialer system was causing a lot of problems for the insurance company. However, DialResults' solution allowed them to optimize their workflow and increase their productivity by 25%. The solution provided the management with better visibility into the agent's performance metrics, allowing them to identify agents that needed additional training, coaching, or support, resulting in a higher level of efficiency and productivity. Furthermore, the platform enabled the insurance company to comply with regulations, by providing compliant call recording and quality assurance policies and tools.
DialResults serves clients across different industries, including healthcare, finance, insurance, tech, and telecommunications. They've recently announced the release of their 'Gamification' feature, a unique feature that enables contact centers to gamify their daily workflows and boost employee motivation and performance. The feature allows managers to create customized contests and games that incentivize agents to achieve KPIs and boost their productivity levels, ultimately improving customer satisfaction.
DialResults stands out from its competitors by providing a comprehensive solution that covers the end-to-end customer engagement lifecycle. The company understands the complexities involved in the contact center operation, and have built a platform that takes into consideration the various requirements of businesses across industries. Through their platform, DialResults has helped businesses reduce operational costs, increase productivity, and optimize workforce management, ultimately resulting in an enhanced customer experience and increased profitability. With their recent feature release, DialResults is poised to continue to make strides in improving the daily operations and performance metrics of contact centers across the globe.