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Australian software designer, CallSys, has implemented its locally designed predictive dialler at Datacom Financial Services new 100 seat call centre. Datacom is a Customer Service outsourcer, who has recently been acquiring under-performing businesses that have potential for a business turn-a-round. The CallSys CCS Predictive Dialler is the main ingredient in Datacom's successful business acquisition and rescue. Datacom;s needs were for a technology solution for outbound telemarketing that was simple to install, easy to operate and with a risk-free payback. The CallSys dialler by-passes the PABX CTI problem found in other software diallers.

There were a number of issues that needed the new owner's attention. Matt Surridge, General Manager at Datacom, explained, €The highest priority was staff buy-in for the business transformation. The call centre agents were frustrated with the old management style and technology. Their sales incentive based remuneration meant they were enthusiastic about the CallSys diallers arrival. The staff were on-side from day one. Although the CallSys dialler was the transformation tool, the organisatios culture needed to reflect the new way of doing business. The acquired business 100 seats of outbound agents are spread over two business units servicing different clients with specific needs.

Information on CallSys is at: www.callsys.com.au

Posted: February 23rd, 2004