SMART Dialler Boosts JAG Method’s Lead Generation Capabilities
As lead generation professionals, we’re always looking for ways to help our clients improve productivity and efficiency and, of course, maximise profit.
As one of the first businesses to set up a remote call centre before Covid-19 arrived on our shores, JAG Method Digital Solutions has long used technology to improve outcomes for our loyal, valued business partners – and this means finding the best possible software solutions for their needs.
Our initial team, consisting of just five agents, was largely focused on remarketing – that is, targeting people who have visited websites with targeted ads. While this was effective, we were on the lookout for technology that would allow us to scale our call centre operations as well as improve efficiency.
With this aim in mind, we trialled two software providers that offered some inbuilt AI features, recognising that the future of call centres lies with strategically deployed AI functionality. However, we found the first two software providers didn’t offer the comprehensive solution we had in mind, and selected ConnexSMART Dialler for its intelligent dialling capability.
This technology allows call centres to improve call agent efficiency (for example, automated dialling prevents agents from having to work through a long list of leads), offers real-time information, and uses algorithms to improve targeting. It can also analyse your data and personalise recommendations for both agent and client alike.
“We pride ourselves on running multiple branded campaigns for reputable financial services providers, many of whom are long-standing clients,” says Chanel Robbertze, Head of Channel at JAG Method.
AI Drives Industry Best Practice
“SMART Dialler has allowed us to expand, and serve existing clients better, and additionally take on a number of new partnerships.”
This gives the JAG method team an opportunity for continuous learning.
“We have a very diverse team, with some members having a lot of experience and some very little,” explains Robbertze. “However, all of them have a passion to succeed, supported by our excellent leadership, and SMART Dialler provides us with the tools to take our committed team to the next level.”
Not only are staff members able to train and grow as the call centre expands, they can also improve their own work processes.
“We have a culture of accountability and flexibility, which supports agent wellbeing and work-life balance,” Robbertze explains. “Our new software solution reinforces the fact that AI can be at the forefront of call centre best practice.”
The Benefits of SMART Dialler
Predictive dialler functionality has already improved overall connectivity rates by 30%, even during load-shedding, says Robbertze.
This increased call volume improves the lead generation pipeline, with more discovery conversations taking place.
“The system also allows call centre staff to manage and influence performance in real time, thanks to smart dashboards,” says Robbertze. “We have shifted our perception of ‘warm-up’ as a channel through improved call effectiveness and quality. This has resulted in increased lead demands, specifically via this channel.”
Perhaps more strikingly, gross profit margin has grown by 300%, thanks to scaling the call centre and using SMART Dialler.
“The improvement in resolution time has significantly benefited our business – this was one of the reasons why we made the transition to SMART Dialler in the first place,” notes Robbertze. “Naturally, it also means bigger profits for our clients.”
Contact JAG Method today to learn how our enhanced capabilities can provide you with the best leads in the industry, risk-free.
Title: Head of Channel