The UK's Co-operative Bank has made a £500,000 investment in predictive dialling technology from call centre solutions specialist Kingston Voiceware.
The bank has installed Kingston Voiceware’s Rialto predictive diallers - designed to speed up the making of outbound phone calls – at two key locations.
The first, which will support 20 agents, has been installed at the Co-operative Bank’s New Business Centre in Stockport, where it will be used by staff to make “welcome” calls, to follow up mailshots and for telesales.
The second has been installed at the bank’s debt management department at its head office in Manchester, where it will be used to support 80 agents.
Tony Dillon, customer services manager for the bank says the selection was made largely on the enthusiasm of the Co-op's head of debt management, who had used the technology at HSBC.