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With Predictive Dialer Technology, Drishti Helps QDF Improve Operations

TMCnews Featured Article

April 12, 2010

With Predictive Dialer Technology, Drishti Helps QDF Improve Operations

By Anil Sharma, TMCnet Contributor

It's no surprise that predictive dialer software allows companies to manage calling schedules in a timely, effective manner. While in theory this seems like a grand idea to maximize agent productivity, customer success stories featuring a predictive dialer software are seldom reported.

Until now.

Using Drishti-Soft's predictive dialer algorithm and the call selection process, Quinn Data Facilities, or "QDF," of the Philippines can now comply with Ofcom regulation while maintain an aggressive call pacing ratio.

Drishti Philippines Inc. is a wholly owned subsidiary of Drishti India, an innovator of communications technologies for next-generation Enterprises.

The next-generation ITES company opts for a smarter technology solution to manage a business lead while following the norms laid down by Ofcom.

According to company officials, with an intelligent technology like Ameyo, QDF experienced a growth of over 200 percent within 12 months of deployment.

"For our client base in the United Kingdom, Ofcom Regulations compliance is a mandate," said Joy Presillas, general manager of QDF. "The earlier solution we had limited us in this area."

"We were looking for a platform which will take care of the compliance and give us the call pacing we were targeting," Presillas added, with an effective blend of both, serving as the key factor for the narrowing down to a solution.

Drishti's Ameyo gave the company the capability to choose an aggressive pacing while the predictive dialing algorithm took care of call abandons so that the company does not exceed Ofcom limits.

Established in the Philippines in 2008, QDF Inc. is a fast-paced growing organization focusing on data management and outbound telephone fundraising.

Company officials said that Ameyo implements intelligent LearnSys Algorithm for predictive dialing and supports dynamic pacing.

Here the call abandons allowed can be set and Ameyo dialer will automatically tone down the call pacing ratio if call abandons near the pre-set limit thereby taking care of Ofcom regulation compliance. Beyond the compliance, various functionalities of Ameyo and the architectural flexibility to accommodate integrations & customizations define the advantages of Ameyo as a call center solution.

"QDF had chalked out the need for a continued monitoring and analysis tool to ensure that they meet their Key Performance Indicators, or 'KPIs,'" said Varun Bansal, country representative, Drishti Philippines. "We made customizations in Ameyo to provide a tailored sales dashboard displaying real-time sales statistics on hourly basis to suit their processes."

Even their technical queries were responded and resolved by the 24X7 Help Desk with promptness and efficiency. "We are pleased to have helped QDF transition from the previous legacy solution to the smarter Ameyo," Bansal said.

Anil Sharma is a contributing editor for TMCnet. To read more of Anil's articles, please visit his columnist page.

Edited by Kelly McGuire

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