Umtha

Call Centres and BPO Sector

Innovation to drive better call outcomes

Principa’s solutions are tailored to meet the specialised demands of call centres.

Through many years of attested focus on credit risk solutions across the customer life-cycle, Principa has developed a strong competency in servicing call centres that fall outside the financial services sector.  Our solutions include software, analytical and consulting across a number of B to C focused sectors.

Principa’s solutions are individually tailored to meet the specialised demands of call centres.

New Profiled Leads and Lead Analytics

In partnership with a leading direct marketing organisation, Principa is able to offer the analytical capability to improve the quality of leads and to provide new “opted – in” leads that are POPIA compliant. Through these leads our customers are rewarded with superior uptake of offers and an improved likelihood of receiving future payments.

For those customers with existing leads, we provide analytical services to enhance those leads – improving response, uptake and risk – through our bespoke data sources and machine learning algorithms that are specifically aimed at improving both response and risk.

We also offer various channels to support customer leads campaigns which include SMS, email and more recently Chatbot technology.

While the above-mentioned are all stand-alone products or offerings, our solutions also include a combination of a number of these offerings, based on specific customer requirements.

Virtual Call Centre Agent Assistant

Agent X is our latest Innovation – a call centre virtual assistant that uses analytical data insights and human behaviour to empower call centre agents to achieve better call outcomes. The concept was born from our team seeking a solution for a real challenge experienced in the market: Principa would provide customers with high quality analytics relating to customer clients, but call centre agents were seldom supported with the deep analytical insights or the tools to process such insights effectively within the (limited) time available to them to perform.  The value of the analytics originally provided was therefore compromised. Our team developed the Agent X software solution that is able to consume the value of the analytics in an easy to interpret (visual) hover-over application.

Agent X has proven effective through application by a major call centre company using Agent X capabilities in combination with machine learning outcomes to empower call centre agents, with the added benefit of improved agent retention and engagement.

We have since its origination, expanded on this offering by adding performance data that motivates agents based on their performance.

Predictive Data Analytics and Modelling

Principa has developed several predictive modelling solutions that are normally customised to the benefit of our customers and aimed at improving operational performance.

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