Accelerated growth

Citation

(2000), "Accelerated growth", Work Study, Vol. 49 No. 6. https://doi.org/10.1108/ws.2000.07949faf.003

Accelerated growth

Accelerated growth

Keywords New technology, Motor industry

The RAC has installed an outbound dialler to help meet its objectives of retaining and increasing membership. The dialler was selected with the assistance of Catalyst IT Partners, a specialist contact centre consultancy, which evaluated potential suppliers and implemented the system in extremely short timescales. The dialler has already produced such good results that it paid for itself within two months.

It was installed as part of an ongoing programme to ensure that high levels of customer satisfaction were provided. The overall business objectives for the dialler were to produce better results by being simpler to use, provide higher levels of management information and offer more flexibility than the existing system. It also had to produce an increase in productivity of between 10 percent to 15 percent and an acceptable ROI within 12 months of installation.

Catalyst decided that Davox was best placed to meet the RAC's business needs and had appropriate technology with the right support services. The Davox dialler also offered many features and functions which would give the RAC considerable scope for the future, including being used to support other campaigns and applications from other areas of the business.

According to Lesley Bailey, head of Call Centre Development for the RAC: "We planned that the payback period would be 12 months from the start of live running. In practice, we have seen an overall increase in sales of around 100 percent from a combination of increased productivity and a higher renewal rate. As a direct result, the payback period has been achieved within two months."

Key success factors have been the high levels of planning by the RAC; Catalyst's specialist assistance in defining requirements, managing the selection process and supervising the implementation; and the high levels of support provided by Davox. The RAC is justly very proud of its new system and already is expanding it to take on work for other departments within the Lex Group.

Lesley Bailey sums up the whole project by stating: "The secret of getting the results you want, or better, is knowing who can do what best, when to use specialist outside resources such as Catalyst, and when to depend on skilled knowledge. I believe that the success of this project is down to specialist expertise and complete commitment from all participants to make it happen."

For more information visit www.catalyst-it.co.uk