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Reducing costs in your call center with Dialer as a Service

Learn what Nebu's hosted Dialer as a Service can do for you

Reducing costs in your call center with Dialer as a Service

Eric van Velzen
Posted on 17 September 2018 in CATI
by Eric van Velzen
3 min

Have you ever wondered how to keep high agent productivity while decreasing costs in a call center? Adopting the right fieldwork dialer is key!

Wouldn't it be great to achieve that without the investment and further maintenance? With Nebu you can. Interested? Keep reading!

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In 2015 Nebu brought another innovation to the market to help market researchers reduce costs and increase productivity even further. That year Nebu had integrated its data collection software with best-of-breed providers Sytel and inITova to offer clients a cloud hosted and specialized fieldwork dialer solution, Nebu Dialer as a Service (DaaS).

Nebu Dialer as a Service can help you to achieve your goals by helping you:

  • Increase quality,
  • Maximize productivity,
  • Reclaim  flexibility of your fieldwork, and
  • Decrease costs at your call center.

Increasing Quality

Picture this: You are the manager of a call center and you have agents and suppliers all around the world. You can't be physically next to all of them at the same time to supervise them, but somehow you need to keep the quality assurance standards high. This is where our hosted dialer comes in. It enables you to record interviews and listen-in with your agents.

I can assure you this functionality will become your favorite one once you start increasing the quality of your fieldwork. You can monitor the interviewers' techniques, evaluate them, and use the collected information to improve the interviewers' skills.

Maximize Productivity

At Nebu we understand that it is challenging to increase a call center productivity, especially when you have high fixed costs. Using a dialer, especially one that doesn't require any initial investment on your side, can be a solution! An automatic dialer helps you to get the best results out of your interviewers. The predictive mode can do that even better, as there is a minimal waiting time in between one call and the next. Of course, you don't want to be increasing their fatigue, that's why with Nebu Dialer as a Service the interviewers can still determine their own breaks at the end of an interview.

Why choose Nebu Dialer as a Service

Sytel is one of the world leaders in dialer compliance. Their experts have worked with the regulators all over the globe to bring in the highest standards. Sytel is one of the few vendors to actually enforce compliance in its product. Key to good predictive dialing lies in the quality of the dialing algorithms. Sytel has put many years into the development of their dialing engine, known as the Virtual Event Machine (VEM)®. It is an engine designed specifically for the outbound market. All the user has to do is to specify a maximum target for abandoned calls and leave the rest to VEM®.

Users have shown 20% to even 200% increase in talk time! Just imagine what that does to your costs!

Flexibility in CATI Dialing

Just imagine, sometimes you need only 10 seats, usually you have a bit more but every now and then you would like to take up a project that needs 100 seats. Are you dreaming of having that kind of flexibility? Would you like to run a project in multiple locations, or even on the other side of the planet whenever you need to?

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This flexibility of Nebu Dialer as a Service gives you what you need! It means basically that you have the possibility to use the hosted dialer as little or as much as you want. Also, you are able to select the dialing mode per project. Our virtualized call center supports agents working from home, which is also a good way to increase flexibility (and reduce costs).

Decrease spending

Adopting Nebu's Dialer as a Service helps to decrease costs in a call center in two ways:

  1. On the Nebu Dub InterViewer side by improving work efficiency,
  2. On the Nebu Dialer as a Service side by decreasing call rates and interviewing costs.

The first is a result of increasing the actual talk time thanks to using a dialer. Seamlessly integrated with Dub InterViewer, Nebu Dialer as a Service allows interviewers to use preview, progressive or predictive mode increasing talk time by up to 200%.

The second way of making savings in a call center is a result of our competitive prices per line and per minute. On top of this, the increase in interviewers' efficiency results in less time spent on actual interviewing.

Want to Know More?

Download our case study with IFF, a company that specializes in international CATI Research, and read how they maximized their call center productivity using Nebu Dialer as a Service ➡️➡️➡️

    

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