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

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014

Survey: Deloitte Optimistic for Increased US Holiday Spending

Professional services firm Deloitte, which completes financial advisory surveys, has released the annual holiday shopping survey for nearly three decades. This year's survey, the 29th annual, shows that U.S. shoppers are optimistic entering the season for giving, which also happens to be the season for shopping. [ Read More ]
10/30/2014

Dialing for Votes

Depending on how you feel about such things, next-generation predictive dialers have become an integral, dare I say "must have" capability for political campaigns. Indeed, with the U.S. elections only days away, anyone living here not only is more than aware from watching TV that the "get out the vote" efforts are already in full swing as the airwaves are saturated with ads, but this has become that time of year when caller ID and answering systems are a godsend. [ Read More ]
10/30/2014
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!