Phone Watch

A platform for superior contact centre performance

As the Irish entity for Sector Alarms, PhoneWatch is the biggest provider of home alarm systems in Ireland, instantly responding to homeowners’ burglar, smoke and carbon monoxide alarms. With expansion firmly set as an objective for the home alarms firm and a goal of reaching 100,000 customers across Ireland, PhoneWatch needed to automate the process of making large volumes of calls in order to execute operations in the most cost effective and efficient manner. Vincent Walsh, Customer Operations Director at PhoneWatch, said: “We had identified the opportunity for growth in our market but recognised that using our existing infrastructure would be slow and go against our ethos for unrivalled customer service. We needed a purpose-built platform that would enable us to scale up our customer base in the most resourceful manner. “Within six months we were guided through our initial consultation sessions, the recommendations report, the four-week pilot for proof of concept and the roll-out of the solution. eleven exceeded our expectations at every stage.”

“From start to finish, working with eleven was painless. The team at eleven understood and broke down the requirements from both a technical and business perspective and showed their excellent understanding of the contact centre industry.”

Maximising contact centre profitability through proactive customer communications

Prior to working with eleven, PhoneWatch was predominantly an inbound contact centre. In 2016 PhoneWatch enlisted eleven to help them identify and implement a solution that would enable their contact centre agents to begin outbound campaigns amongst their existing customer base.

eleven’s initial consultation period with PhoneWatch involved assessing the company’s operations on the ground, understanding the business challenges, diagnosing pain-points and then eventually recommending the best solution.

The outcome was a genesis automated, predictive dialler solution that would improve on efficiency and productivity of the existing manual dialler. “Where with our previous system using the manual dialler would allow around 4 live party contacts per hour, the Genesys predictive dialler solution recommended and implemented by eleven enabled us to reach 9 live party contacts per hour.

“We’ve seen multiple benefits to the implementation of the Genesys solution; namely reduced churn, a significant uplift from a productivity perspective and increased customer satisfaction that has enabled us to reach our target of 100k customers across Ireland.”

A solution fit for purpose

The advanced solution allows PhoneWatch to control the pace of dialling and, in predictive dialling mode, uses statistical algorithms to ensure the pace of dialling matches the agent's availability to respond. This reduces the time agents spend waiting between conversations, while minimising the risk of a customer answering when no agent is available.