Contact Center Solutions Featured Article

LiveVox Announces Real-Time Analytic Tool

October 01, 2008

Hosted-dialer solutions provider LiveVox (News - Alert) has become the first in the industry to offer a real-time analytic tool that provides collections organizations a comprehensive view of dialing strategy effectiveness, agent accountability and productivity gains.
 
By providing clients with the number of Right-Party Contacts (RPCs) that agents speak to each hour, LiveVox allows collection organizations to adjust their dialing output in real time to maximize agent productivity.
 
“The RPCs per agent, per hour feature is more than just a convenient reporting tool,” said Michael Orlando, president, Synergetic Communication, Inc. “Understanding this allows our agency to make decisions about boosting or altering our dialing strategy. We’re also able to identify our most productive collectors and track the return we get from investments in hosted technology.”
 
As per LiveVox data, less than 2 percent of all calls actually reach the right party. Hence, in an optimum environment, for most bad-debt campaigns, collectors should be fielding 8 to 10 RPCs per collector each hour. Fewer RPCs can lead to agent downtime and inefficient campaigns. Owing to the high costs of premise-based dialers, most agencies are able to field only 2 to 3 RPCs per-agent, per-hour, without adding hosted-dialing capacity.
 
This metric is imperative for measuring true productivity gains in real time. However, hosted, broadcast-technology providers seldom provide this metric to their clients. In addition other hosted-broadcasted providers don’t have automated-call distribution (ACD) capabilities of the LiveVox Agent Desktop feature. As a result, message blasters are unable to control call pacing, leading to abandoned calls.
 
The Agent Desktop and the RPC reporting tool from LiveVox allows clients to scale dialer pacing to maximize RCPs and minimize abandoned calls. The RPC reporting tool can also monitor right-party calls fielded by all agents in multiple sites around the world, thus enhancing accountability.
 
“LiveVox continues to develop in a hosted environment the features most needed by the credit and collections industry but formerly offered only by inefficient, cost-prohibitive premised-based dialers,” said Louis Summe (News - Alert), CEO, LiveVox. “'RPCs per agent, per hour’ is the touchstone metric for dialer-campaign efficiency and success. As the only hosted provider to deliver this in real time, LiveVox enables clients to take action and adjust dialing strategies to maximize productivity.”
 
San Francisco-based LiveVox has become the pioneer in hosted dialer solutions for the credit and collections industry. Major players in the credit, collections, debt purchase and call center industries demonstrated a four-fold increase in their usage of LiveVox hosted dialing and IVR services.  

Divya Narain is a contributing editor for TMCnet. To read more of Divya's articles, please visit her columnist page.

Edited by Eve Sullivan

Article comments powered by Disqus

Related Contact Center Solutions Articles

Providing Proactive Customer Care Needs to be in Your Plans

We have all experienced it. There is a website, or increasingly an application, that is mission critical to us either personally or professionally, that is inaccessible. Amazingly, it is always precisely when we need it. We go the provider's website and there is no news as to why there is a problem. Their Twitter and Facebook pages say nothing. However, they do contain postings from other disgruntled users. Interestingly and disturbingly the company that constantly bombards us with (I will be ki… [ Read More ]
04/24/2014

Enghouse Announces the Release of Contact Center: Enterprise Version 9.0

Enghouse Interactive recently unveiled the latest version of its flagship Contact Center: Enterprise product. [ Read More ]
04/24/2014

Frontier Communications Opens Customer Service Center in Provo, Utah

New customer service center in Provo Utah to support Frontier Secure business unit. [ Read More ]
04/23/2014

Stratus Video Interpreting Solution Reduces Language Barriers

Stratus Video Interpreting solution helps healthcare providers overcome language barriers in critical care situations. [ Read More ]
04/23/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!