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CX TRANSFORMATION
OUTBOUND CONTACT CENTRE SOLUTIONS
Achieve the most from your outbound contact centre resources with our range of intelligent proactive dialler solutions
Empower your agents with intelligent outbound dialling technology
Outbound, or proactive customer contact has evolved considerably over the last few years. There is a clear need for technologies that can enable the agent to proactively call their customers without causing unnecessary disturbance or annoyance to the very people they wish to talk to.
Deploying an outstanding outbound call centre solution will liberate your agents from tedious and repetitive tasks to help them focus on the thing that matters the most – talking to customers.
Outstanding performance equals outstanding results
Outbound, or proactive calling has evolved over the last few years from the ruthless and aggressive cold calling techniques used in the past. Tightening of regulatory controls has meant a decline in the use of predictive diallers for this purpose. There is now a demand for more sophisticated tools aimed at legitimate outbound customer contact so that agents can engage proactively and positively when they reach out to customers.
- Proactive calling
- Zero abandoned calls
- Answer Machine Detection
- Interactive voice/SMS campaigns
- Virtual agents
- Real-time dashboards
Delivering a world class customer experience
Accredited by the Institute of Customer Service Service Mark Certification, we pride ourselves on being a customer-driven and service-led technology provider, our 2% customer churn rate reflects this. Opus focus on delivering tailored technology with purpose and building long-term partnerships together with our clients.
SmartAMDâ„¢
This refinement of the traditional and largely discredited Answer Machine Detection (AMD) technology, eradicates the toxic side effects associated with AMD by eliminating all silent calls normally resulting from the infamous ‘false positive’ effect (live people being mistaken for answering machines).
LPDâ„¢
This new and disruptive technology delivers not only superior and more accurate Answer Machine Detection (AMD) but delivers remarkable uplifts of around 40% in SPH (Success Per Hour). This means achieving the same results with 40% fewer staff!
SmartBound from Noetica
We partner with industry leader Noetica who provide precisely this kind of innovative technology, without compromising on dialler performance. SmartBoundâ„¢ from Noetica allows users to enjoy all the benefits of predictive dialling without any of the associated risks:
SNoDropâ„¢
This technology takes some of the concepts well established in the inbound world and adapts them for outbound in order to eliminate the ‘dropped’ (abandoned) calls associated with predictive algorithms, delivering a dialler that can dial predictively yet deliver zero abandoned calls.
Drive your outbound call performance
At Opus we can advise you on the best outbound call services to suit your business. We work with a number of industry leading providers including Noetica and 8×8 to provide a solution that fully integrates and delivers all your outbound requirements.
SMS
The unobtrusive nature of SMS for collecting information ensures a more sensitive customer interaction and provides customers with more self-service options, giving them the feeling of being in control of the comms process.Â
VIRTUAL AGENTS
Looking to reduce the cost of low value calls? We can introduce ‘virtual agents' to work aside your live agents. These robotic agents can take care of mundane actions such as customer policy renewals and payment reminders.Â
CRM INTEGRATION
Integrating your CRM with your contact centre is imperative. We can also recommend pre-integrated off shelf bundles from major CRM providers like SalesForce or Microsoft Dynamics should they be required.
DASHBOARDS
Information is the lifeblood of the contact centre. Our real-time dashboards and live or historical reporting facilities will give you powerful analytics to make the right decisions about your business and stay ahead of the game.
We work with the following partners
We partner at the highest levels with a select number of service providers. This means our engineers are certified to the highest standards and we have the specialist knowledge required, to support customers during the design, delivery, and ongoing support of their technology services.
Read our live client feedback
Our fully integrated service offering
Frequently Asked Questions - Outbound Contact Centre
An outbound contact centre makes outbound calls. An inbound contact centre, received inbound calls from customers.
With outbound call/contact centre, you can reach a high numbers of potential customers. This is typically undertaken by telemarketing and cold calling tactics, enabling businesses to reach and acquire new customers.
Outbound contact centres provide a wide range of features and functionality including proactive calling, zero abandoned calls, answer machine detection, interactive voice/SMS campaigns, virtual agents and real-time dashboards.
Find out more about how Opus can add value to your business
Reigate Office
London Court
39 London Road
Reigate
Surrey
RH2 9AQ
London Office
60 Cannon Street
London
EC4N 6NP
Hitchin Office
2nd Floor Regal Chambers
49-51 Bancroft
Hitchin
Hertfordshire
SG5 1LL