Call Centre Optimisation

Companies are spending increasing sums of money on outbound call centre activities as a way of acquiring customers or cross-selling other products to existing customers. At the same time, the market place is becoming increasingly resistant to sales calls and it is important for a business to minimise the number of calls they make to their clients to maintain a beneficial relationship.

Using a combination of commercial knowledge and response analysis on historic data, predictive models can be build to identify pools of prospects for a particular campaign based on the likelihood of a successful outcome from the campaign. These predictive models can be incorporated into selection and dialling strategies for the call centre to minimise the number of calls required while still maximising the commercial benefits of the campaign.