Proactive Contact

Enjoyed the 'relaxed' atmosphere & opportunities to contribute. Definately have a better understanding of diallers
 
- Anya Clark, Outbound Sales Team Manager, Lloyds TSB Insurance Services
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Proactive Contact

Proactive contact is a voice or text based customer communication initiated by the organisation. This can be triggered through outbound dialling or email campaigns such as debt collection, impending changes/outages to core services or ongoing relationship building.  

Equally it can be triggered through steps in automated workflows such as confimation of changes to personal account details, real time alerts for deliveries, stock availability or appointment reminders. This technique has also been adapted to provide customers using mobile devices, via SMS or text messaging, with instant feedback following an interaction or transaction, improving the customer experience and reducing unnecessary follow up calls. 

See alternative technical needs description

Datapoint provides the following technologies and services for Proactive Contact.  

Relevant Technologies

'Best Time To Call' Applications   -   Campaign & List Management   -   Customer Identification and Verification   -   CTI   -   Diallers   -   Event Triggered Communication Systems   -   Integrated Reporting   -   Interaction Hubs   -   Multi Media Routing & Queuing Systems   -   Scripting Tools   -   SMS Systems   -   Unified Desktops   -   Workflow Designers

Relevant Services

Architecture Design   -   Applications Design   -   Business Case   -   Contact Workflow Design   -   Customer Contact Audits & Strategies   -   Data Modeling   -   Functional Analysis & Design   -   Optimisation Audits & Strategies   -   Project Management   -   Project Lifecycle   -   Report Design   -   RFP Generation   -   Support Transition   -   Support Operation   -   Training   -   Vendor Comparisons

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