Philippines-based Quinn Data Facilities, or “QDF,” announced that, with Drishti-Soft’s predictive dialer and Ameyo technology, the company was able to effectively comply with Ofcom regulation while maintain an aggressive call pacing ratio.
QDF is focused on data management and outbound telephone fundraising. The company aims to provide successful telephone fundraising projects for their clients in the United Kingdom and in Australia.
According to Joy Presillas, general manager at QDF, the company’s client base in the United Kingom, the earlier solution we had limited us in this area.
Looking for a platform which could take care of compliance while giving QDF the call pacing the company needed, Drishti-Soft was an obvious answer.
“Effective blend of both was the key factor for the narrowing down to a solution,” Presillas said. “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.”
Ofcom regulations were implemented to keep a check on the silent or abandoned calls. Company officials said that silent calls occur when automated outbound dialers generate more calls than can be answered by call centre staff, hence the receiver does not hear an agent voice. And, such calls are disposed as abandoned calls by the dialers. Regulatory authorities like Ofcom and FTC (News - Alert) have laid out guidelines on handling of abandoned calls.
With a technology like Ameyo, QDF is said to have experienced a growth of over 200 percent within 12 months of deployment.
Ameyo implements intelligent LearnSys Algorithm for predictive dialing and supports dynamic pacing. Company officials said that here the call abandons allowed can be set. And, if call abandons near the pre-set limit, Ameyo dialer automatically tones down the call pacing ratio, thereby taking care of Ofcom regulation compliance.
In addition, Ameyo offers various functionalities and architectural flexibility to accommodate integrations and customizations. Company officials said that these features define the advantages of Ameyo as a call center solution.
Varun Bansal, Country Representative at Drishti Philippines, said that QDF had chalked out the need for a continued monitoring and analysis tool to ensure that they meet their Key Performance Indicators.
“We made customizations in Ameyo to provide a tailored sales dashboard displaying real-time sales statistics on hourly basis to suit their processes,” Bansal said.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.
Edited by Kelly McGuire