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Case Studies : UK Conservative Party

In the May 2010 General Election, the Conservative Party achieved record gains in the number of seats won. At the heart of Conservative Campaign Headquarters (CCHQ), a powerful Altitude interaction management solution was key in powering efforts to contact potential voters, record voting intentions and other strategic data that was then used to underpin campaigning activity.

According to Jonathan Hazzlewood, GenEVA Operations Manager, responsible for the Conservative’s call centre, the system was a huge success. "Not only did we make over a million calls in the run-up to the campaign and in the campaign itself, but the system performed faultlessly allowing us to continue calling electors up to 9.45pm on election night. Such was the ease of use of the system, we were easily able to get our volunteers making calls within a very short time."

Conservatives developed sophisticated campaign applications using Altitude Solution developer environment

The Altitude team and the Conservatives worked together in the run up to and during the campaign to develop a sophisticated campaign application using the Altitude Scripting Studio environment. This enabled the system to be set up to easily target specific seats, and to prompt the campaign caller for the elector’s views and intentions, depending on the target constituency and other factors. Additionally, a master management application was developed to populate the campaign application with relevant questions for electors, and to display constituency-specific information, such as the local candidate’s details.

As Jonathan Hazzlewood said: "Using the Altitude platform, we developed an application that was not only extremely flexible and intelligent, thus equipping our callers with information to use during the call, but also very easy to use. The fact that we were able to use a large number of volunteers, some with little computer experience, speaks volumes for the ease of use of the system."

Flexibility and ease-of-use enabled Call Centre to be used to maximum effect on Poll Day

Throughout the election campaign the information collected by the volunteers in the GenEVA call centre was automatically imported into the Conservative Party’s central Database, where it became part of a real-time view of voting intention patterns and emerging voter issues. This data then helped to influence the campaign strategy directly, enabling Campaign Managers to target their communications in the run-up to the election. On Poll Day, the call centre was in constant use, and the data collected was synchronised regularly with hundreds of online campaign centres around the country, to allow activists to focus their efforts in maximising the turnout of Conservative voters. Note that Altitude Software provided a flexible licensing model thus enabling the Party to rapidly alter the number of callers who could use the system at any time without needing to process orders for additional licenses.

Richard Woollaston, General Manager for Altitude Software in the UK, commented: "This was a unique experience for us. We worked with the Conservative Party to ensure that the right developments, licenses and support were in place to handle the flexibility the Party needed, both in terms of the number of users and the desktop application used by volunteer callers. This experience demonstrates very clearly how powerful Altitude Unified Desktop is in minimising training time for contact centre agents, equipping them with the right information so they can communicate their message clearly and record feedback accurately, and as a feed into corporate databases. I’d like to congratulate the Conservative Party on the success of their campaign."

The Altitude uCI contact centre suite enables advanced contact centre applications to increase business results and operational performance in areas such as blended multimedia services, outbound campaigns, self-service voice applications and advanced agent desktop applications. The Altitude Software suite allows organizations to use a powerful, highly scalable, customizable IP multimedia contact centre solution at a very competitive cost.

Today's Tip of the Day - Support Your Staff

Read today's tip or listen to it on podcast.

Published: Monday, October 18, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Outsourced Contact Center Services

Page: 12
1.) 
Premium Listing
Ec3

Retention Outsource Services
Ec3 is an recognized boutique outsourcer based in Durban, South Africa. Focusing on client retentions, reactivations and cross-sales Ec3 has set the standard in outsourcingwith emphasis on guarding client data through rigorous systems and checks and balances.
Neutral English accents and only GMT+2 time zone means campaigns can be easily implemented worldwide. For quality standards, highest conversions and data integrity Ec3 has become the de facto standard for customer retentions through outbound voice, AVM and webchat.

2.) 
Premium Listing
Omnie Integrated Services

Omnie is driven by a mission to make premier customer service and leading technologies available to organizations of all sizes. Omnie’s North American-based brand ambassadors support voice, SMS, email, contact form, live chat and social media. For digital communications, Omnie offers both live chat and automated customer support, 24 hours/day. With clients in the United States, Canada, and Europe, Omnie provides customer service to brands all verticals including eCommerce, health & wellness and hospitality, tech, and travel.


3.) 
ABSI, LLC

ABSI is a Global Outsourced Contact Center Provider. We are headquartered in Nashville, TN where we maintain a network of 1000 Work-at-Home Agents. Our Brick and Mortar Corporate center can seat another 200 agents upon demand. We also offer Contact Center Services in Mexico (2 locations) and Nairobi, Kenya. Our agents are all fluent in English and we can also support Spanish, French and Arabic languages. Whether your need is Inbound/Outbound Voice, Text, Chat, Email or Social Media Management we can provide the customized solution you need. Lets discuss your unique needs and let you show you what we can do.

4.) 
AssisTT

Contact Center Services
End to end Contact Center Services provided in Turkey, including call center infrastructure and experience solutions.

5.) 
Bespoke International Group

Business Process Outsourcing
Bespoke International Group specialise in delivering Global Business Solutions that consistently create an outstanding customer experience

6.) 
Comvendo

Inbound, Outbound, Backoffice

7.) 
Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support

8.) 
ContactWorks

We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
• Consulting

9.) 
Eckoh

Contact Centre Services
Our agents can supplement your existing contact centre by providing help with taking Secure Payment, donation requests, overflow and out-of-hours calls, IVR support, Web Chat and Social Media responses. We ensure your customer card data is completely secure, thanks to our PCI DSS compliant environment.

Unified Agent Desktop solution brings together disparate solutions into one user-friendly interface. It improves efficiency and enhances both the agent and customer experience.

10.) 
EMS

EMS provides a complete offering of customer support services:
Inbound/Outbound Abilities
Email/Text Solutions
Interactive Voice Response (IVR)
FAQ/Knowledge Base Maintenance
Live Chat
Preemptive Chat
Web Call Back/Co-Browsing Services
Social Networking
Forum Monitoring
Foreign Languages

Methods of communication and support can vary widely for each unique program. Different goals need to be addressed with different customer support strategies. Many of our clients take advantage of multiple support strategies to provide superior service for their end-users.

11.) 
Gatestone & Co.

Customer Contact Center and Business Process Outsourcing (BPO) Solutions.
Since 1978, Gatestone & Co. has been providing Customer Contact Center and Business Process Outsourcing (BPO) solutions to a variety of markets globally.

We offer fully-integrated multilingual Contact Center facilities operating 24/7 x 365, located in North America, Latin America and Asia. We have made tremendous investment in our technologies and process innovations to ensure all the right business outcomes while elevating customer satisfaction and brand loyalty.

12.) 
InfoCision

Over nearly 4 decades, InfoCision’s passion for performance and proven results have driven an evolution to become much more than a contact center. Leverage our contact center resources, or we can help your internal center become more efficient and effective.

We are interaction experts committed to delivering superior customer experience and KPIs, while simultaneously reducing overhead, increasing return on investment, saving time, and minimizing risk. Our people and technology help your brand thrive with 24-7-365 support (phone, chat, email, text, social media monitoring etc.), Level 1 PCI compliance, and a complete, customizable suite of enhancements for internal customer care organizat...
(read more)

13.) 
Invensis

Finance and Accounting Outsourcing Services

14.) 
Liveware Labs

Liveware Labs is an outsourcing company that builds outsourced teams in the Philippines to reduce operational costs and increase efficiency for companies.

We help you build your full-time, dedicated team in the Philippines, taking care of everything on the ground, while you retain full control of your team, including KPIs, quality, workflow and productivity. So not only do you enjoy significant cost savings (up to 70%), but you still get employees who work just for you, in your business, working towards your business-specific goals.

Further to this, we specialise in the travel industry. We have a deep passion for travel as our people are experienced, travel enthusiasts. That is why we...
(read more)

15.) 
MetroCall

MetroCall is a Contact Center located in Uruguay, with international presence, providing customized solutions and following the trends and needs of users

16.) 
OpsTalent

Multilingual Customer Support 24/7/365
Award-winning BPO providing multilingual customer service and technical support solutions.

With our people-first culture, we provide the teams your company needs to succeed and grow. Let OpsTalent do the hard work for you.

Our mission is your happy customer.

17.) 
Outcess

CONTACT CENTER OUTSOURCING
OUTCESS SOLUTIONS NIGERIA LIMITED is an integrated customer engagement and business process outsourcing company. We deliver innovative digital and cloud solutions that empower and optimize the performance of people, teams, and organizations.
We are a 100% wholly Nigerian owned venture and believe in the talent of our people in our over 17 years of operations serving the likes of MTN, Airtel, 9Mobile, Multichoice, Total, Mantrac, Nigeria Immigration Service, Nigeria Communications Commission, Guaranty Trust Bank, Fidelity Bank, Sterling Bank, Branch, Avon Medical Centre, AIICO Multishield insurance, Custodian and Allied Insurance, NTEL, Smile etc.
We currently operate a 1200-seat, 24/7, 365...
(read more)

18.) 
Peak Support

Customer Service That Scales With You

We take customer service, technical support, and back office tasks off your hands so you can avoid the expensive and unnecessary costs of hiring a full-time support team. With Peak Support, new agents can be added in as little as one week! Your customers will get the exceptional service they deserve, while you get to focus on what you do best

19.) 
Vads

One Stop Solutions for Contact Center
VADS Indonesia provides a contact center as a whole, both fully outsourced and managed services with various channels according to client needs. Provide inbound and outbound contact centers.
- Inbound contact centers such as Customer Service, Walk-In Center, and Service Desk
- Outbound contact centers such as Telesales, Telemarketing, Telesurvey, Teleretention, Telereminder, and Telecollection.

20.) 
Pusula Customer Experience

Pusula CC is a professional communication center that started its journey in 2011 with the vision of offering uninterrupted service, managerial efficiency, creating a unique customer experience.
With its experienced human resources, up-to-date technological infrastructure and innovative business models, it provides services to its customers and business partners beyond expectations.
Pusula CC, whose foundations were laid in 2009, has been operating in the human resource and communication sector since 2011 with its experience, know-how, tailor-made solution suggestions and professional management staff, and takes care to keep the quality of employment at the highest level. It is among the l...
(read more)
 
Page: 12

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