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Outbound Call Centres: Driving efficiency and regulation compliance - By Frederic Dickey


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In the present economy, Call Centre operators are seeking ways to do more with less, Never has the pressure been so high to reduce costs, while maintaining a superior customer service. In this session, Frederic Dickey will describe recent trends in outbound contact centres, including new regulation requirements, new dynamics in agent employment, and new technology advances that all combine to yield a unique opportunity for improvement.

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Outbound Call Centres: Driving efficiency and regulation compliance - By Frederic Dickey

  1. 1. Outbound Call Centres: Driving efficiency and regulation complianceFrederic Dickey / Sangoma Technologies<br />
  2. 2. Agenda<br />Multi-Channel Call Centers<br />Increasing use of Outbound<br />Technology Requirements<br />Closing Remarks<br />2<br />
  3. 3. Multi-Channel Contact Center<br />Ability to queue inbound and outboundmulti-modal communications with customers<br />Phone Calls / Video Calls<br />SMS<br />Email, Instant Messaging<br />Fax<br />Etc.<br />
  4. 4. Why? (1 of 2)<br />Benefits of VoIP/SIP Call Centers<br />Remove dependency on proprietary CTI link integration – use SIP and 3PCC<br />IT infrastructure friendly<br />Software running on standard servers and OS<br />Ease of Business Processes Integration<br />Voice is “just” another application in the data center<br />Virtualization<br />Agents, Routing Databases, Servers can be anywhere<br />4<br />
  5. 5. Why? (2 of 2)<br />Empower Blended Agents<br />Increase overall variety of work<br />Increase overall employee satisfaction<br />Reduce employee turnover<br />
  6. 6. Pro-Active Contact<br />Multi-Channel increases outbound use<br />Outbound or rather Pro-Active Contact can deliver high quality customer services:<br />Virtual Hold / Emergency<br />Appointment / Reminders / Broadcasts<br />Fraud detection<br />Not just Telemarketers!<br />
  7. 7. Increased Regulatory Pressures<br />U.K. Ofcom (Sept. 2008)<br />Live agent within 2 seconds<br />< 3% call abandonment rates<br />Recommendations to turn off AMD<br />Canadian CRTC (July 2008)<br />Live agent within 2 seconds<br />Do not call registry<br />< 5% call abandonment rates<br />U.S.A. FTC<br />Live agent within 2 seconds<br />< 3% call abandonment rates<br />7<br />
  8. 8. How to use Outbound in this context?<br />Context Drives a lot of requirements on contact center solutions<br />List scraping<br />Throttling dialling algorithms<br />Preview, Power, Manual dialling<br />Management, reporting, etc.<br />Call Progress Technology (or AMD, or CPA, or CPD)<br />Focus on this; it’s taken for granted<br />
  9. 9. What is Call Progress Analysis?<br />Algorithms implemented in S/W of F/W that :<br />Attempt to Classify the outbound call<br />Busy, Reorder, Vacant, etc.<br />Human, Answering Machine, Fax, etc.<br />Provide Classification results to Dialer for processing<br />Connect to an Agent on Human results only<br />Voice Mail Beep Detection for notifications<br />Mark to retry later (i.e. on a Busy signal)<br />9<br />
  10. 10. What’s the point?<br />10<br />Based on in-house modeling<br />
  11. 11. CPA Required Attributes<br />Accurate<br />Fast<br />Easily ‘Tuned’<br /><ul><li>Optimize Productivity
  12. 12. Meet Regulations
  13. 13. Reduce Nuisance Calls
  14. 14. Reduce Dropped Calls
  15. 15. Improve Customer Service
  16. 16. Meet Regulations
  17. 17. Reduce Nuisance Calls
  18. 18. Reduce Dropped Calls
  19. 19. Reduce “dead air” calls
  20. 20. Address Multiple Campaigns
  21. 21. Residential
  22. 22. Wireless
  23. 23. Businesses
  24. 24. Reduce operational costs
  25. 25. Hosting Services</li></ul>11<br />
  26. 26. Other Requirements for CPA<br />Call Centers are PBXs enhanced with Business Process integration<br />CTI, CRM Integration, Inbound Queuing, IVRs, reporting, Outbound dialing, etc.<br />PBXs are moving to VoIP/SIP<br />Very difficult to buy legacy these days<br />Call Centers are also moving to VoIP/SIP<br />SIP Trunking<br />CPA technology needs to fit in 100% VoIP/SIP networks<br />12<br />
  27. 27. Other Benefits of VoIP<br />After CPA, need to transfer call<br />Needs to happen very quickly<br />Regulations<br />Not to lose customer and the other end of the line<br />This is very fast in VoIP Networks<br />SIP REFER or SIP re-INVITE messages<br />SIP provides for Fast Call Transfers<br />13<br />
  28. 28. Closing Remarks<br />Outbound Dialing is more than Telemarketing<br />Automated Outbound Dialing requires<br />Call Progress Analysis Technologies (CPA)<br />CPA Technologies need to be:<br />Accurate<br />Fast<br />Easily Optimized<br />Integrate well into VoIP architectures<br />14<br />
  29. 29. Thank you!<br />Frederic Dickey<br />Director of Marketing and Product Management<br />100 Renfrew Drive, Suite 100, Markham ON L3R 9R6 CANADA<br /> / +1.514.288.7111 x.233<br />
  30. 30. What do we do all day at Sangoma?<br />Drivers and APIs<br />Personality Card: Quad port analog module <br />Optional DSP module for echo cancellation <br />Base PCI or PCI Express card<br />Open Source Platforms:<br /><ul><li>Asterisk®
  31. 31. FreeSWITCH
  32. 32. YateTM</li></ul>Application Developers:<br /><ul><li>TDM APIs
  33. 33. MTP2 APIs
  34. 34. WAN APIs</li></ul>OS:<br /><ul><li>Windows®
  35. 35. Linux</li></ul>Personality Card: Quad port T1/E1 module <br />Personality Card: Octal port T1/E1 module <br />Personality Card: Dual port T1/E1 module <br />Sangoma Overview:Telephony H/W Building Blocks<br />16<br />
  36. 36. Sangoma Overview:Software Building Blocks<br />NetBorder<br />Express: TDM to SIP software VoIP GW<br />Call Analyzer: SIP based B2BUA for call classification for Outbound Contact Centers<br />Agent Bridge: SIP Enable legacy phone lines for the IP Call Center<br />Sangoma SS7 Gateway<br />SS7 ISUP “plug in” for Asterisk and FreeSWITCH<br />17<br />
  37. 37. D100 Transcoding<br />9/10/2010<br />Flexible Digital signal processor<br />From low (30 ports) to high density (480 ports)<br />Long list of codecs supported<br />AMR, G.729, GSM, iLBC, etc.<br />Relieve Host CPU<br />Beta phase currently<br />Supports Video (future)<br />© 2010 Sangoma Confidential<br />18<br />
  38. 38. D500 prototype<br />9/10/2010<br />Video Demo by DSP Manufacturer:<br /><br />© 2010 Sangoma Confidential<br />19<br />