Industry: Call Centre
Solution Partner: Netster Consulting Asia
Implementation Site: Malaysia, Singapore
“Thanks to Claritas™, we manage to ramp up and scale our outbound call center operation in time to support our growing customer base.” Chan Fok Yee, General Manager.
Kannal Solutions Sdn. Bhd. (KSOL) is the subsidiary of the Kannaltec Group, a Malaysia public-listed company. The principle business of KSOL is to provide outsourced call centre facilities and services for the customers. Being in the call centre business, KSOL main challenge lies in systematic management of multiple outbound activities, telemarketing sales representative, sales report and electronic data interchange.
Netster Consulting Asia was engaged to value-add to its core business by implementing an outbound solution. Claritas™ CRM offers out-of-the-box features which meet the requirements, hence enabled KSOL to deploy the system immediately, to support its customer primarily in the field of banking, insurance and media, without any major customization. The solution allows relative uncomplicated handling of outbound campaign activities and sales leads. The result was apparent in increase in agent’s productivity as compared to manual dialing or tracking.
For KSOL banking clients, the outbound system provides support for credit card enrollment with the leads manager, which, aside from tracking and recording data of the card holders, but also keep track of their status, feedback, and also email them any offers and promotions available. Most of all, it also helps in uploading and cleansing call lists to avoid duplication of same customer. The solution helps track and assign leads to each agent, thus making the job easier for each TSR. With the integrated call manager, agent track and update outbound calls, manage schedule, create call list for follow-up calls and track rejection cases.
To date, Claritas™ has successfully assisted KSOL in various key accounts such as Lonpac Insurance, CIMB Aviva and Astro to name a few. The solution truly enables our client in effective monitoring of productivity, performance and assist in critical decisions.
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