Contact Center Solutions Industry News

TMCNet:  QDF, Philippines adopts Drishti's Ameyo Technology to manage Ofcom Regulations compliance

[March 16, 2010]

QDF, Philippines adopts Drishti's Ameyo Technology to manage Ofcom Regulations compliance

Drishti-Soft enables Quinn Data Facilities (QDF) Inc., Philippines to effectively comply with Ofcom regulation while maintain an aggressive call pacing ratio. The next-generation ITES Company opts for a smarter technology solution to manage a business lead while following the norms laid down by Ofcom. With an intelligent technology like Ameyo, QDF experienced a growth of over 200% within 12 months of deployment.

As Ms Joy Presillas, General Manager of QDF - Quinn Data Facilities, elaborates - "For our client base in the UK, Ofcom Regulations compliance is a mandate. The earlier solution we had limited us in this area. We were looking for a platform which will take care of the compliance and give us the call pacing we were targeting. Effective blend of both was the key factor for the narrowing down to a solution. Drishti's Ameyo gave us the capability to choose an aggressive pacing while the predictive dialing algorithm took care of call abandons so that we do not exceed Ofcom limits." As a result of initial 'over-enthusiasm' by contact centers, regulations were implemented to keep a check on the silent or abandoned calls. Silent calls occur when automated outbound dialers generate more calls than can be answered by call centre staff and hence the receiver does not hear an agent voice. This can be annoying and irritating and for some people can cause worry and anxiety. Such calls are disposed as abandoned calls by the dialers. Regulatory authorities like Ofcom and FTC (News - Alert) have laid out guidelines on handling of abandoned calls.

However, as the pacing is apprehended, there arise situations where the dialing lists are much larger than what the agents are actually handling. There might be times that the agents are sitting idle because the dialer is unable to generate enough live connects due to restricted call pacing. This directly affects the business productivity. Hence, a smarter solution providing compliance and productivity to both is the obvious choice for any next generation call center to grow.

Ameyo implements intelligent LearnSys Algorithm for predictive dialing and supports dynamic pacing. Here the call abandons allowed can be set and Ameyo dialer will automatically tone down the call pacing ratio if call abandons near the pre-set limit thereby taking care of Ofcom regulation compliance. Beyond the compliance, various functionalities of Ameyo and the architectural flexibility to accommodate integrations & customizations define the advantages of Ameyo as a call center solution.

As Varun Bansal, Country Representative, Drishti Philippines adds - "QDF had chalked out the need for a continued monitoring and analysis tool to ensure that they meet their Key Performance Indicators (KPIs). We made customizations in Ameyo to provide a tailored sales dashboard displaying real-time sales statistics on hourly basis to suit their processes. Even their technical queries were responded and resolved by our 24X7 Help Desk with promptness and efficiency. We are pleased to have helped QDF transition from the previous legacy solution to the smarter Ameyo." With Quinn Data Facilities, Drishti Philippines adds another key client to their rapidly increasing customer base in APAC. Cost-effective and quality solutions from the house of Drishti coupled with their excellent local support are winning them appreciation from major BPOs in the region.

About Quinn Data Facilities (QDF) Inc.

Established in the Philippines in 2008, Quinn Data Facilities (QDF) Inc. is a fast-paced growing organization focusing on data management and outbound telephone fundraising. They aim to provide successful telephone fundraising projects for their clients in the UK and in Australia. Riding ahead of competition, QDF relies on a robust technological infrastructure that is fully scalable, extremely redundant and disaster recovery compliant.

About Drishti Philippines Inc.( www.drishti-soft.ph ) Drishti Philippines Inc. is a wholly owned subsidiary of Drishti India - a leading innovator of communications technologies for next-generation Enterprises. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe. Since its inception in Sep 2006, Drishti Philippines Inc. has acquired clients in all major cities including Makati, Manila, Ortigas and Cebu. With highly responsive local support and 24 X 7 Help Desk services, Drishti Philippines ensures smooth operations for their clients.

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