Groenewald Lubbe Attorneys has announced that its 150-man call centre has increased its call volume per agent by 40% since the installation of software from Teleforge Communications, running in conjunction with Swordfish – a leading debt collection software solution.
Besides increasing the call rate per agent, the increased efficiencies have also led to a growth in the company’s revenue stream.
Teleforge Communications is a specialised call centre solutions provider which frequently runs in tandem with Swordfish to boast efficiencies and bring down communications costs for joint clients.
Jacques Lubbe, a director of Groenewald Lubbe, says the Swordfish solution is pivotal to the company’s ongoing success, adding the fact that it has expanded its integration with Teleforge has created a new dynamic to overall operations. “We are excited about taking this solution further in 2015 – as well as installing the predictive dialer from Teleforge.”
He says the integration with Swordfish and Teleforge is still in the early stages, adding that the company will follow a phased integration and development process, an approach that is expected to boost efficiencies and improve overall staff morale.
“Our staff has generally reacted very favourably to the new, extended software solution. Additionally, thanks to specialised reporting software we can monitor the call centre far more closely, including getting real-time information on activities such as the calls per hour -per agent – and the number of Promises to Pay (PTPs) generated.”
The company believes that once the full power of the predictive dialing solution is implemented, it will be well-positioned to further increase its revenue, with the company expecting to add a further 50 seats to its call centre in the “foreseeable future”.
The predictive dialer will be supplied by Teleforge, who will then integrate it with the Swordfish debt collecting software.
Groenewald Lubbe Attorneys has announced that its 150-man call centre has increased its call volume per agent by 40% since the installation of software from Teleforge Communications, running in conjunction with Swordfish – a leading debt collection software solution.
Besides increasing the call rate per agent, the increased efficiencies have also led to a growth in the company’s revenue stream.
Teleforge Communications is a specialised call centre solutions provider which frequently runs in tandem with Swordfish to boast efficiencies and bring down communications costs for joint clients.
Jacques Lubbe, a director of Groenewald Lubbe, says the Swordfish solution is pivotal to the company’s ongoing success, adding the fact that it has expanded its integration with Teleforge has created a new dynamic to overall operations. “We are excited about taking this solution further in 2015 – as well as installing the predictive dialer from Teleforge.”
He says the integration with Swordfish and Teleforge is still in the early stages, adding that the company will follow a phased integration and development process, an approach that is expected to boost efficiencies and improve overall staff morale.
“Our staff has generally reacted very favourably to the new, extended software solution. Additionally, thanks to specialised reporting software we can monitor the call centre far more closely, including getting real-time information on activities such as the calls per hour -per agent – and the number of Promises to Pay (PTPs) generated.”
The company believes that once the full power of the predictive dialing solution is implemented, it will be well-positioned to further increase its revenue, with the company expecting to add a further 50 seats to its call centre in the “foreseeable future”.
The predictive dialer will be supplied by Teleforge, who will then integrate it with the Swordfish debt collecting software.