|
|
|
|
|
View from the Top - Part 1 | Part 2
|
PROFILE
|
 |
|
|
|
Adrian Childs
|
Organisation: Black & White Group.
Interviewee:Adrian Childs.
Job Title: Development Director.
The Subject: Finance and mortgage provider Black & White has rapidly expanded its business after adopting new call centre management software.
PERSONAL FILE
NAME: Adrian Childs.
BACKGROUND: Adrian is currently
Development Director of the Black & White Group. He
has been with the company for six years and has been
instrumental in its development from a master brokerage
for secured loan business (Midlands Finance) to its
current business. He has initiated the company’s complete
IT system and infrastructure.
Before joining what was Midlands
Finance, Adrian had been mostly involved in customer
services consultancy work for companies as diverse as
painters and decorators through to a major hairdressing
franchise chain.
He has currently taken over the internal
mortgage processing department at Black & White as well
as his other roles within the company.
|
Q: WHAT FIRST LED YOU TO ADOPT A CALL CENTRE
MANAGEMENT SYSTEM?
A: Our group offers ‘capital-raising- for-any-purpose’ and
debt consolidation services, providing a range of finance
programmes sourced from a wide range of specialist lenders.
We decided in February 2001 to set up our own inhouse call
centre with 20 agents to generate new business leads – and
began looking for suitable technology that could be up and
running quickly.
We were working with a Microsoft SQL database with millions
of names, so needed a call management solution that could
maximise the productivity of the agents as well as provide
agent scripting, reporting, digitised recording and ‘Do Not
Call’ (TPS) compliance.
It was also essential that our existing corporate database
could integrate with the call management software. With this
new system, outbound sales would rely on telephone communication
along with email and fax.
More...
If you are not registered with the site, please register now to read the rest of this page.
If you are registered, please sign in to read the rest of this page.
Conspectus 2004
|
Copyright © 2004
|
 |
|
|
|
