In order to meet its stated vision, Talksure aims to be the most profitable per-seat call centre in the country, while at the same time providing the best and most customer-centric service.
According to Tony Taylor, an Information Technology Executive at Talksure, the company is able to achieve excellent customer service by recruiting skilled and personable agents, coupled with its close partnership with a number of reputable local partners. However, he says, to be the most profitable per-seat call centre in the country, the organisation realised that it needed to significantly reduce its costs.
“The decision to go with Neotel’s solution was easy, driven by the low carrier minute rates Neotel offered. We also use more than a million minutes a month, so our other major concern was the reliability and stability of the service.”
“Before moving to Neotel, we had found that a combination of our lack of volume at the time, coupled with the inadequate equipment we had been provided by the previous service provider, led to far too much downtime. This caused frustration among our staff and ultimately increased the cost of our service. It became imperative for us to focus on reducing costs and improving our availability,” says Taylor.
Taylor points out that the company chose Neotel because the solution it provided offered the right balance of availability and uptime, coupled with the best cost-per-minute on carrier minutes.
The carrier minutes we received from Neotel were initially provided over primary rate interface (PRI), although this was subsequently changed, with the minutes later delivered over session initiation protocol (SIP) instead.”
“We have 420 users spread across laptop and desktop, as well as a farm of more than 40 servers, which includes our back-office functions and our dialler platform. Despite these complications, Neotel was able to assist us with no trouble at all.”
He adds that the only real challenge faced during the move to Neotel was the high equipment purchase costs that Talksure faced. However, this problem was solved by building these expenses into the per-minute costs.
“In the end, everything was completed on time and within the allocated budget. The completion of this project quickly led to us achieving our goals of seeing our costs reduced and our stability and uptime vastly improved.”
“More importantly, we saw an immediate improvement in the quality of calls when we rolled over to SIP, an implementation that was completed in just three weeks,” adds Taylor.
Taylor explains that although the Neotel implementation has been successful, it is not the end of the project with additional capacity being required regularly.
“In addition to the improvements in stability and uptime, we have seen great benefits to our agent dialling. Today, calls are made to potential clients around South Africa using a predictive dialler. This allows agents to speak to as many leads as possible in any given day.”
“Moreover, the solution plays a major role in improving the company image, as the stability of the solution means that the quality of our calls has improved by about 40%, and we seldom lose calls midway through a sale,” he says.
Talksure will roll out SIP as the replacement technology for all of its remaining PRI equipment. This will not only improve stability, but also reduce equipment costs.
“Neotel’s service levels are exceptional, particularly when it comes to providing the solid technical assistance and backup that our account managers occasionally require.”
“It has been a pleasure working with Neotel, as their systems are highly reliable and, in the unlikely scenario that any challenges do arise, these are resolved capably, quickly and efficiently. I can now sleep easy, knowing that our carrier is stable,” he concludes.
- Neotel provides improved call quality and competitive pricing that’s good for business.
- No matter how complicated your existing technology, Neotel will find a streamlined solution.