Call Centre’s are typically technologically savvy. Implementing technology-based solutions in the areas of information management (database), data networking and telecommunications often results in enhanced agent performance. The clever use of technology can enhance call handling, sales results, customer loyalty (though better customer service) and most importantly the bottom line.

For example, Advanced Medical Institute (AMI), a leader in heart and men’s health with thousands of customers nationally and over 20 clinics Australia-wide, have benefited from the Aventra / Optus consultation and partnership. Solutions like Optus IntelleManager have enabled AMI to respond dynamically to their national media campaigns (incoming calls as a result of radio and newspaper advertising) and thus improving sales results and profitability.

In the Call Centre industry we have been successful in consulting on and improving:

• IP VPN networking (converged infrastructure resulting in lower costs at each site)
• IP PBX (increasing efficiencies with customer relationship and database management, reduce telephone cabling costs and enable self service Moves, Adds and Changes)
• Respond to inbound advertising campaigns in real time (capture live call counts and statistics to dynamically plan advertising expenditure and strategy)
• Improve Agent performance (through in-depth outbound and inbound call traffic analysis)
• Reduce staff overheads (through linking overseas offices with reliable voice and data-enabled infrastructure)
• Business Continuity Planning (telecommunications risk mitigation through redundancies)

Aventra customers include: Boomerang One to One, Advanced Medical Institute, National Health and Medical Research Clinic and The Lynch Group.