MYOB announced that it has implemented IPscape’s Cloud contact centre solution to assist with its Australian outbound sales campaigns.
The business management software provider claims that since implementation of the new service, it has experienced a 25 per cent increase in new client acquisitions via its call centre and a five per cent increase in contract renewals.
MYOB business division general manager, James Scollay, said that the new service allows the company to set up and manage new campaigns themselves and touted the benefits of the usage based pricing model. “This means we avoid the large third party fees vendors typically charge when you want to create a new campaign or update an existing one,” he said.
MYOB claims that its client service team would previously have to manually dial clients at an average of 40 to 60 per day, a system that came with high capex and running costs. The new service is supposed to have increased that number to 300 a day through an automated system.
The service is also said to have improved team training and performance through a Cloud interface. The reporting module of the service is reported to allow supervisors and team members to track performance in real time. MYOB claims to have doubled the conversion rate of its outbound acquisition team since adoption of the system.
“Testing multiple aspects at a fast pace accelerates the learning curve, as does being able to listen to call recordings in real time and adjust our approach as needed,” Scollay said.