Garlands Call Centres has reportedly extended its investment in Amcat (News - Alert) contact center technology. The new technology will ensure that Garlands’ outbound operations are compliant with current and future compliance regulations.


Amcat Contact Centrer Suite technology will also make conforming to OFCOM regulations easier and less time-consuming on a day-to-day basis. Using the new Amcat multi-number dialing features, Garlands can now deliver more contacts per hour.

While the dialing features improve productivity and efficiency, the enhanced granular recycling rules will mean less data is required since numbers can be re-dialled immediately.

Chris Colyer, IT Director at Garlands Call Centres explained in a press release that as a UK outsourcer, they are always looking to improve the inbound and outbound services as well as improve customer experiences.

Colyer said that they take compliance matters very seriously and using automation makes a great deal of business sense to ensure they address their compliance obligations.

“It requires less management time, delivers consistency and reduces overheads across our six sites,” he concluded.

The drop rate is a configuration setting done on a per campaign basis and can be operated by a non-technical person. The drop rate is set within Amcat’s management console and the sophisticated dialling algorithms of Amcat can dynamically adjust the dialling speed to avoid exceeding the target drop rate.

As a standard functionality, Amcat technology fully supports the “informational message” feature with its proprietary ACF engine (Amcat Communication Framework). The recordings used in conjunction with this are stored locally. Contact centre can record its own “informational message” to comply with the above criteria.

“Minimum ring time” is a campaign setting within the Amcat management console. This is also a default setting and users are typically responsible for manually administering this setting.

“Abandoned” calls are given a system call result of “Drop” when using Amcat in Predictive Dialler mode so that the same number will not be called within the next 72 hours.

At network level, outbound CLI is controlled by the telecommunications provider.

Amcat was recently in news when CitizensPlus Inc., a regional start-up mortgage broker in San Diego, Calif., selected Amcat to supply a new customer interaction system.

The mortgage broker will use Amcat’s technology to expand its communications capability and reach, to offer a wide range of loans including purchase, re-financing, debt consolidation and home improvement.

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Anuradha Shukla is a contributing editor for TMCnet, covering call centers, CRM and information technology. To see more of her articles, please visit her columnist page.