Leave your dialler management and day-to-day optimisation to us. Our fully managed service takes the complexity out of dialler management while consistently achieving a 50% increase in productivity.
Benefit from constant innovation and optimisation
Regular analysis and reporting, live monitoring/troubleshooting and active management by industry experts continually improves efficiency and performance
Focus on your core competencies
Leverage INOVO’s specialised compliance and dialler expertise while allocating resources to other critical areas of the business
Enjoy maximum flexibility
Easily scale service levels based on project needs or seasons
Customised dialler management strategies to boost results
Based on the unique needs of the client, we define clear and measurable objectives to guide our approach towards optimising dialler utilisation, improving process output, enhancing customer experience, and enabling efficient scalability. After assessing current campaigns and settings, we focus on improving the following key performance metrics:
Customised dialler management strategies to boost results
Based on the unique needs of the client, we define clear and measurable objectives to guide our approach towards optimising dialler utilisation, improving process output, enhancing customer experience, and enabling efficient scalability. After assessing current campaigns and settings, we focus on improving the following key performance metrics:
A complete portfolio of specialised dialler management services
We offer a wide range of services to drive efficiency and take the hassle out of day-to-day dialler operations.
Reporting & data analysis
Services include:
- Daily, weekly and monthly reports
- A weekly meeting with the Operational Dialler Manager (onsite/off-site)
- A monthly meeting with a senior dialler resource to assist with performance/strategy adjustments
- Assistance with requests for customised reports
Immediate troubleshooting
In the event of dialler malfunctions, slowdowns, or stoppages, immediate action is required to troubleshoot and rectify the issue promptly. This service also includes the provision of an escalation process through our helpdesk to assist with issues.
Dialler set up
This includes:
- Pre-shift dialler setup
- Daily dialler performance review
- Dialler strategy optimisation
- Knowledge transfer
Maintaining dialler configuration documentation
In cases where new strategies are being tested or applied, documentation will be maintained to ensure a clear record of changes and their outcomes.
Identifying optimisation opportunities
We frequently review reports and provide regular feedback in order to identify opportunities for optimising the dialling strategy and reporting methods.
Live dialler monitoring
The following key dialler metrics are monitored in real-time to ensure that any potential issues are identified in real-time, and agents have a steady workflow.
- Real-time call volume
- Connection rates
- Average Handle Time (AHT): raw data and trends (including comparisons to targets and benchmarks)
- Service Level (SLA) Achievement: adherence to SLA targets for call answer times
- Dialler uptime %
- System health
- Recent error logs: recent error messages with timestamps and severity levels
- Resource utilisation: CPU, memory, and dialler network usage
