Why would I want it?
Does your contact centre:
- Have the capacity to deal with significant call peaks resulting from a successful marketing campaign?
- Allow your customers to interact via their communication channel(s) of choice?
- Need to provide more services within existing or reducing budgets?
- Have difficulty in managing wait times and the resulting customer service issues during busy periods?
- Require the services of an outsourced call centre for call overflow?
- Have issues with call abandonment during marketing campaigns or during peak call times?
Altaine Direct Response is a hosted packaged application which provides a mobile phone (SMS and MMS) channel into contact centres.
Altaine is NOT a replacement for existing contact centre channels such as phone, fax or email. The Altaine service is complementary and because Altaine is offered as a hosted service, implementation can be straight forward and cost effective. While Altaine provides a highly effective solution in its standard form, there is also the option to implement a completely automated solution integrating directly with existing modern call/contact centre and CRM applications as well as financial and other back-office systems.
Altaine Direct Response enables an organisation to:
Achieve Significant Increases in Response Rates to Marketing Campaigns
This is achieved by leveraging the most popular form of consumer messaging, SMS and multi-media messaging, to provide a response solution that can be added to any print, billboard or broadcast media advertising program.
Achieve Significant Cost Savings
For many call centres the cost savings are dramatic. Telecommunication costs could fall by as much as 15% to 20% annually.
Improve Customer Service
Research indicates that many customers would prefer to have a call-back service than wait on “hold”. Altaine allows a customer, via SMS, to “signal” a service or sales request and then to receive an expected time for call-back, completely eliminating hold time. Call abandonment due to hold time or through frustration with automated systems is also eliminated.
Improve Peak-Load Management
Altaine also offers benefits for load balancing, another big problem for many call centres. Altaine will assist in smoothing peak loads, ultimately providing direct savings by eliminating the need for extra staff or an outsourced service.
Automate Repetitive Processes
Altaine ITR (Self Service) provides a user friendly and interactive medium which can be used to automate the provision of information to mobile phone users. Altaine ITR can disseminate information from back office systems and there are multiple security options to protect privacy. The load on call centre agents will decrease, ultimately delivering cost savings through reduced head count.
Did you know?
- More than 90Million SMS messages are generated every day in UK.
- It is estimated that at least half of all SMSers are now over the age of 24.
- It is estimated that 60% of all UK consumers use SMS messaging on a regular basis. This represents more consumers than use email or online services.
- 10-30% of your existing contact centre traffic could be effectively managed via SMS, resulting in significant cost savings.
- Banks, airlines, telcos, fast-food, bus and taxi companies already communicate with their customers via SMS.
- Mobile phones now “own” pocket and purse space and are providing a whole range of communications services. Voice is only one channel.
- New messaging technologies, currently being deployed within mobile phone networks, are providing a whole new range of capability – directly accessible by consumers, wherever they may be!