BPO and Call Centres
Innovation to drive better call outcomes
Solutions specifically tailored to meet the specialised demands of call centres
With many years of attested focus on credit risk solutions across the customer life-cycle, we have developed an excellent competency in servicing call centres that fall outside the financial services sector. Our solutions include software, analytics 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.
What we offer
- New profiled leads, lead analytics and Ai chatbot for customer acquisition
- Call centre agent virtual assistant
- Predictive data analytics & modelling
In partnership with a leading direct marketing organisation, we 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. We achieve this 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.
Our solutions are offered as standalone products or as combined solutions that include a number of these offerings, based on specific customer requirements.
Agent X is a Principa 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 innovation was born from our efforts to seek a solution for a real challenge experienced in the market: We 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.
The Agent X software solution is able to consume the value of the analytics in an easy-to-interpret, visual, hover-over application. The solution also includes performance data that motivates agents based on their performance.
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 developed several predictive modelling solutions that are usually customised to the benefit of our customers. Solutions are aimed at improving operational performance and include:
- Right time to call – improve the chance of reaching customers
- Propensity to pay debt – collect from those who will pay first
- Upsell or cross-sell models - recommendations for future opportunities
- Retention models – reduce churn
