Most companies feel enormous frustration around finding a link between improving employee motivation and reducing costs to the business. But unfortunately, when working in competitive environments, the need for cost-cutting typically precedes employee satisfaction.

But what if you could create a truly employee-centric environment, adapting to modern hybrid- styles of work, offering seamless customer service and still reducing costs? 

IntelliBPO, a leading global Business Process Outsourcer (BPO), offers its international clients a diverse range of services. The BPO sourced multiple vendors and implemented various technology and communication platforms to achieve this. 

The problem?

The organisation had continuous training issues, as different teams needed to be trained on various platforms to do their daily responsibilities. The complexity of having multiple applications impacted the employee experience and introduced additional training costs. Naturally, this also meant areas of the business experienced productivity issues because of technical updates or configurations that needed to happen. 

Enter Smartz Solutions.

How adopting the Intelligent Dialer improved call center performance

Smartz Solutions worked with IntelliBPO to implement the Smartz Commz Intelligent Dialer. As a result, within record time, right-party contact rates were improved by 16% across various campaigns compared to the existing legacy application. 

The dialer introduced a single statistical pane of truth, creating an ecosystem where IntelliBPO management had a clear view of the business. In addition, management could now access centrally located reports and instantly analyse performance across digital and non-digital communication channels leveraging Smartz Analyz.

The benefits of the Intelligent Dialer

By implementing centrally located reports in a single view, IntelliBPO reduced the time it took to collate reports and act on insights. As a result, teams can optimize campaigns based on real-time insights and effectively restructure teams based on the data. 

Call centre agents saw the following with the implementation of the dialer: 

• Dynamic scripts could be personalized for each campaign
  
• Blending inbound with Intelligent Dialing – maximizing productive hours
  
• Integrated Quality Assurance
  
• Rule engine for Quality Assurance assessments to automate key aspects of the QA process
  
• On-the-fly wrap up creations and real-time reporting
  
• Staff surveys as a means to gauge employee sentiment and in turn, responding to staff concerns and suggestions

The benefits of Smartz Solutions 

Through the cloud-based platform, IntelliBPO can now leverage new insights, improved reporting and a user-friendly interface that offers touchpoint to staff and clients. Further to this, IntelliBPO saw the following;  

• The onboarding and training of employees were significantly simplified by adopting a common standard in the business. As a result, employees are less overwhelmed and more confident in their day-to-day tasks.
  
• With a large remote workforce, IntelliBPO now uses the Smartz Solutions platform to mitigate many of the associated risks of operating both an on-premise and remote workforce model.
  
• IntelliBPO spends more of its time acting on reporting outcomes for the greater good of all stakeholders and less time ‘fixing’ problems arising from the disparate systems it used.
  
• The cloud-based solution reduced our CAPEX budget and the associated costs of maintaining on-premise infrastructure. As a result, the business can re-invest in employees and the associated experiences.
  
• Clients have been very responsive to the change. They have seen the benefits of improved key performance indicators, as well as the ability to access critical information directly impacting their business from the Smartz Solutions platform.

The future of IntelliBPO with Smartz Solutions 

IntelliBPO can now leverage new insights, improved reporting, and a user-friendly interface that offers touchpoints to staff and clients through the cloud-based platform. Further to this, IntelliBPO saw the following;  

• Optimizing dialer campaigns to improve the already significantly improved productive hours
  
• Deploying more features from the Smartz Engage module, including
  • E-Learning
  • Leave management
  • Asset management
  • Recruitment/Onboarding

Why Smartz Solutions 

Smartz Solutions is a cloud-based omnichannel communications platform. Our competitive advantage is how we bring together back office, communications and employee engagement under one fully integrated stack.

With decades of experience and knowledge of the relationship between the employee and customer experience, Smartz Solutions maps these journeys to give businesses the power of managing total experience. 

 “We are not offering products. We offer solutions. Through the Smartz Solutions’ suite we work with you to accelerate your customer and employee experiences, keeping you at the forefront of your industry”

James Guthrie, Founder Smartz Solutions