Pre

dic

tive D

ialler

Opti

mis

ati

on

Septe

mber,

2001

Sitel, one of the largest U K a n d g l o b a l o u t s o u r c e r s , w e r e concerned that the predictive dialler being used in its UK call centres was not being utilised to its full potential. In order to determine if this was the case and whether improvements could be made, Sitel wanted to gain an independent view of the current situation, implement appropriate recommendations and gain efficiency savings.

Sitel felt that they were not using the predictive dialler to its full potential. In order to gain an independent assessment of the situation Kinetic were asked to review the use of the predictive dialler. The aim was to determine:

Where the dialler was not being fully utilised

Areas for improvement and define a set of

recommendations

The potential benefits that could be realised

© Kinetic GB Limited 2015

Overview

Page 2

Kinetic’s approach enabled

the rapid identification of opportunities for

improvement

Kinetic were able to identify a number of key improvements that enabled Sitel to:

Increase productivity and efficiency

Implement ‘best practice’ processes for the implementation and use of the predictive dialler

Eliminate bad practice within the call centre operation when using the dialler e.g. by

introducing closer monitoring of the ‘extend call’ button

Identify training needs for call centre agents, team

leaders and systems personnel

Improve and upgrade the dialler so as to meet the needs of the business through controlled expenditure in the

dialler

Develop a better working relationship with the supplier

of the dialler so as so improve support

Effectively plan for future growth and expansion

Kinetic, using its knowledge of call centres and predictive dialler solutions, reviewed Sitel’s usage of the predictive dialler by:

UNDERSTANDING the operational processes that the Sitel followed in implementing and using

the dialler and the impact on the operational areas

ANALYSING the findings and comparing to other ‘best practice’ solutions

DEFINING the opportunities for improvement and determining the expected benefits

This work involved working with the Sitel team in order to gain an understanding of the management processes and limitations of the dialler. It was also important to understand the impact of the dialler on the operation in order to determine if the operation itself was reducing the efficiency of the dialler. Within 2 weeks Kinetic were able to identify a number of issues and thus recommend 7 key areas for improvement.

© Kinetic GB Limited 2015

Approach

Page 3

Benefits Summary

Kinetic is an independent consultancy specialising in

helping clients to deliver change and transformation

programmes and world-class omni-channel customer

experiences.

Founded in 2001, Kinetic has become known within the

Contact Centre and CRM industry for its dynamic and

innovative but practical approach, in delivering

measurable benefit for its clients.

We guarantee to deliver an ROI for our clients

Our promise is to meet or exceed your

expectations, on time, to budget and to quality

by ensuring the most appropriate skills are used

to meet your needs

Our consultants always work closely with our

client’s teams in order to enhance, support and

integrate with existing change activities

Our consultants have been involved in a wide range of

client projects. These cover both strategy and operations

and within these areas we provide expertise to tackle

business issues concerning people, process, location,

environment, technology selection and procurement,

consolidation, change and programme management.

Kinetic’s unique approach has benefited many clients

across a variety of market sectors. To date we have

worked with 3, Argos Direct, Axa, Balfour Beatty, Boots,

Brakes, British Airways, Broadsystem, Catalyst Housing,

Comet, Compaq, DaimlerChryslerMercedesBenz, Dixons

Stores Group, Dreams, Equion, Europcar, Eurostar, G4S,

Halfords, Hiscox, Homebase, Intercontinental Hotels,

Irwin Mitchell, Jockey Club Racecourses, Lloyds Banking

Group, Morphy Richards, National Express, NFU Mutual,

O2, Office Depot, RAC, Regus, RIAS, Safeway,

Sainsbury’s, Screwfix Direct, Sitel Corporation, sit-up.tv,

Six Continents, Talk Talk, Telegraph Group, Thus, TSC,

Virgin Mobile, Vodafone, Which? and Woolworths.

If you would like more information on Kinetic then please

call us.