MacRobert Attorneys, one of the oldest law practises in South Africa, has announced that it has increased efficiencies in its 80-man call centre by up to 100% after installing a solution from Teleforge Communications – which also includes a leading-edge predictive dialling solution.
This is according to operations manager, Courtney Bam, who says call centre operators who were dealing with 10 accounts per hour, are now handling at least 20. Additionally, the number of calls per hour, per agent, has increased from 24 to 40 – and the number of Promises to Pay (PTPs) has increased from 10 per user, per hour, to 20.
“We have also decreased our overall monthly communications bill by as much as 30%. These improvements are having a significant impact on the company – which ultimately translates into a better revenue stream.”
Bam says that while the predictive dialling has been a huge success, Teleforge’s support levels have gone a long way to further enable its success.
“We have used predictive dialling before. The difference with Teleforge is that they provide superior support – not just with regards to telecommunications matters, but also in terms of advice they give us when it comes to overall IT operations. They can look at our IT system and pinpoint problem areas – and offer practical solutions. They are not just a telecommunications company.
“Their detailed reporting system enables us to drill down into our information and get detailed reports at a per agent level, including giving us a view on how many calls the agent is making and how many have resulted in PTPs. The reporting capabilities just round off the rewards of the predictive dialling – and place us in a different league.”
Andrew van Niekerk, a director of Teleforge Communications, a specialised call centre solutions provider focused on providing customised software and hardware voice solutions to medium and large inbound and outbound call centres, says the main goal of his company is to “save clients money and increase overall efficiencies”.
“It’s not just about reducing communications costs – that is a relatively easy task – it is about boosting efficiencies; which, at the end of the day, result in improved revenue streams.”
Bam says the MacRobert is looking at future expansion, which has been made possible by the Teleforge solution. “We are looking at expanding our call centre operation in the medium term, taking it, possibly, to a 150-man call centre.”
