Corporate Overview
www.dictaphone.com
Manufacturer of digital voice recording and quality monitoring systems and solutions for contact centers and call centers throughout the United States.
Products
Freedom CTI – Digitally recording telephone conversations between agent/broker, and also used captured CTI data coming from the PBX, IVR, ACD, and VRU to be used as an index for intelligent and rapid call retrieval and playback.
Freedom – Network appliance that digitally recorded telephone conversations between agent/broker and customer. Freedom recording system digitally stored voice recordings and then forwarded them to a mapped drive on the customer’s LAN or WAN infrastructure. Freedom solution provided remote access to stored telephone conversations and enabled call center supervisors to widen their scope of agent supervision and performance measurement amongst multiple call center locations.
DaVinci Quality Monitoring – DaVinci captured CTI switch data and digital voice recordings and combined the records into a relational database (SQL Server) for retrieval and playback by call center supervisors and trainers. DaVinci quantifiably measured agent performance by data mining voice recordings and the coinciding CTI switch data to help call center supervisors develop a more holistic view of the customer’s experience in addition to measuring their agent’s performance.
The DaVinci database query returned information to supervisors such as; time to answer, number of transfers, number of rings, ANI, DNIS, time of day period, and agent workstation ID all in an effort to focus on the specific call attributes from the customer’s perspective rather than to rely solely on the limitations of a random quality monitoring process.
Background
Every Dictaphone sales territory involves extensive travel for the outside sales organization. Due to travel schedules and attending outside sales meetings, Dictaphone sales reps were often at a loss to find the necessary time required to make the number of prospect calls into enterprise accounts in order to fill their sales pipeline with qualified sales opportunites.
DealBuilders Role
From May 2003 - September 2003, DealBuilders managed a teleprospecting campaign for the outside sales force in the Northeast region. Cold calls were made to call center technology contacts, telecom managers, and those individuals responsible for agent training within the respective contact centers of the company. The objective of the DealBuilders cold call was to position Dictaphone’s products and solutions as an answer to liability recording requirements of the contact center, and, or the need to implement a quality monitoring voice recording solution for training purposes.
Meetings and conference calls were scheduled with Dictaphone prospects, and Dealbuilders participated in every conference call in order to facilitate the meeting with an established agenda, and to confirm the logical next steps in the selling process. Dealbuilders delivered weekly prospecting activity reports to each Dictaphone outside sales rep, and to the Dictaphone regional sales management. Dealbuilders also participated in the weekly sales conference calls held each Monday morning to conduct a full territory review of all the newly developed sales opportunities for each territory in the Northeast.
Results
Dealbuilders scheduled over 150 new sales meetings were on behalf of the Dictaphone outside sales force in the Northeast region. As a direct result of Dealbuilders prospecting services, Dictaphone closed a $2 million sale to MetLife, and a $1.2 million sale to New York Life Securities, and a $350,000 sale to Guardian Life Insurance.