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Nov 7, 2014 -- MacRobert Attorneys, a law practise in South Africa, has announced that it has increased efficiencies in its 80-man call centre after installing a solution from Teleforge Communications – which also includes a 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.

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.

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."

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Posted by Veronica Silva Cusi, news correspondent
Source: http://it-online.co.za