Ventrica - Client Information

25 years of experience in outsourcing

Over 200% business growth in 2010

134 seated outsourced contact centre

Business Benefits

Highly flexible solution

A single system can connect to multiple

switches on a single platform. Additionally,

the solution offers multiple configuration

capabilities.

Competitive Advantage

Prompt technical support, ease of use and

speed of implementation offer a lower total

cost of ownership.

Complete Solution

A component based approach allows

organizations to expand the solution as

needed, leveraging existing investments.

VENTRICA

With over 25 years of combined industry experience in the outsourcing contact

centre sector, Ventrica provides intelligent multi-channel solutions to help

companies build stronger customer relationships. Achieving business growth of over

200% in 2010, amidst tough economic conditions, the 134 seated outsourced

customer contact centre offers innovative, niche prospect & customer contact ideas

for global blue chip companies. Continuing its success into 2011, Ventrica recently

launched Ventrica Mobile as part of its overall business offering, proposing better

business rates for business owners who are still running mobiles through consumer

tariffs.

Previous successful partnership coupled with proven results leads

Ventrica to choose Altitude as its preferred software solution

Having previously worked with Altitude Software, Dino Forte, Managing Director

of Ventrica, already had every confidence with the capabilities of the Altitude

product range. He recognises that the Altitude solution enabled the company to

perform any function within the realms of what is required for intelligent customer

contact.

‚Altitude Software has provided Ventrica with the means to provide its clients with

an excellent and trustworthy service. I was searching for a company that would

treat Ventrica more than just another customer. Having worked with Altitude

previously I know I can depend on them implicitly‛, affirms Dino.

Effectively respond to client requests within minutes

As an outsourcer, Ventrica manages customer contact for a diverse group of

companies each requiring an entirely different solution. This requires building

complex scripts and knowledge bases that can logically direct agents down a certain

route and thus minimise the risk of error. After using Altitude’s powerful script

developer, Ventrica is able to dynamically modify front office applications by

changing the script, which means they are able to respond to client requests within

minutes.

Altitude helps Ventrica optimize customer satisfaction levels

Ventrica required a solution that included a proven and reliable interface for its

telephony platform that would ultimately enable them to deliver the highest level of

customer satisfaction. With Altitude’s Unified Dialer an appropriate screen is

automatically delivered to the agent's desktop, providing multiple functionalities

capable of handling all telephony operations, guiding script as well as full customer

interaction history. This way, callers are not only greeted personally, but their

The level of technical support is phenomenal. If there is an instance where

Ventrica requires an additional software function, I am confident that Altitude Software will deliver it and continue to

develop the technology in a fast moving industry.

Dino Forte,

Managing Director, Ventrica

‚

‛

Altitude Solution’s Advantages

Real time information about every

campaign and agent

Permanent control of inbound and

outbound calls

Access to relevant information enabling

intelligent interaction

Improvement of the platform’s quality

Solution Description

Altitude Voice Recorder

Altitude Unified Agent Desktop

Altitude Unified Dialler

Altitude Voice Inbound

Altitude Supervisor

Altitude Script Developer

Altitude Fast Script Builder

Contacts

Altitude Software

7 Theale Lakes Business Park, Reading,

Berkshire RG7 4GB

UK

Tel: +44 (0)1189 838 010

Ventrica

Tylers House, Tylers Avenue, Southend-on-

Sea, Essex SS1 2B

Tel: +44 (0) 1702 445860

customer history is immediately available on screen for the agent, enabling

agents to universally manage customer interactions in a simple way.

As customer satisfaction is a key focal point at Ventrica, it is crucial that the

outsource contact centre is able to maximize staff performance with a

comprehensive solution that manages the evaluation and coaching of agents

handling calls. Altitude Voice Recorder gives the right information to

supervisors so that they can access each clip through browsing the campaign,

the agent or the contact, and apply all filters used in the daily monitoring and

management activities. In this way, supervisors can offer real time assistance

and provide feedback and guidance to agents. As a result, agent attrition

now runs at an impressively low rate of less than 2%, significantly reducing

the considerable cost associated with ongoing agent training and

development.

In addition to this, the Altitude uCI solution provides Ventrica with the means

to become a fully integrated contact centre, combining an array of

communication channels such as phone, email, sms and web chat in a unified

way. The solution has boosted productivity for agents by enabling them to

quickly control the media on their desktop providing better customer service,

which has ultimately lead to increased customer loyalty. The data rich

environment of Altitude uAgent in particular, makes it easy for agents to

conduct customer surveys and effectively manage all types of customer

interactions.

Due to the nature of the business, Ventrica also requires the ability to compile

complex reports with ease, in order to be able to monitor, analyse and

improve the performance of the contact centre operations. By deploying

Altitude uSupervisor, a state-of-the-art supervision and management tool,

supervisors and managers have instant access to contact centre metrics and

how they change over time, including the customisation of reports according

to individual specificities. Real time key metrics can also be chosen, allowing

management to respond to immediate needs straight away – consequently

this has led Ventrica to operate a ‘tight ship’ where agent productivity is

maximised and idle time is typically kept to a single digit.

Moreover, after the implementation of the Altitude uCI solution, Ventrica’s

performance values were measured. The results clearly proved that the

Altitude uCI solution significantly improved the time per hour that agents

were actually talking to customers, particularly when conducting outbound

CRM campaigns with Altitude’s unified dialer.