Company History
Call Centre Dynamics was created in response to a gap in the market for a company providing fully-featured call centre software for businesses that don’t have a huge IT budget available or that would rather spread the cost of their software over time.
Following a year of intensive development, version 1.0 was released in October 2006 and immediately began receiving positive feedback from our first customers as well as numerous requests for additional features and options.
In November 2006, we realised that we had a unique opportunity to launch our own call centre operation – we had the software, products to sell, customers to call, and the industry expertise to pull everything together. We also saw this as a unique opportunity to demonstrate our belief in our products and to ensure and a direct insight and understanding of the demands of such an operation.
In May 2007, one month after the release of Dynamic Dialer 1.1, we opened a 16- seat centre in Dundee, running two campaigns, one business-to-business, and the other business-to-consumer.
In September 2007, we moved to a new, custom-built office at City Quay in Dundee, with the capacity for 44 seats, which were steadily filled over the next six months. In December 2007 the decision was made to move all our agents to our B2C campaign, HomeSave Energy, providing advice to UK residents as to how to save money on their energy bills. You can find more information on HomeSave Energy here.
In July 2009, we opened an additional 90-seat call centre, also at City Quay, expanding our existing HomeSave Energy and new HomeSave Telecom campaigns. To date, these campaigns have saved over 50,000 customers over £6 million on their utility bills every year.
What This Means For You
Because we run our own call centre, Call Centre Dynamics have an inside-track on the requirements and demands of this type of operation. All our employees have an involvement in ensuring the ongoing success of our own call centre, giving us a unique edge when it comes to understanding the requirements of any contact centre operation. For example:
- We understand that your employees are both your greatest cost and your greatest asset, and that maximising their productivity can mean the difference between achieving your goals and smashing them.
- We understand that effective use of your customer lists is absolutely key to the success of your business and that efficient use of this data is of paramount importance. We give our customers complete control over their data and provide a range of data management tools to ensure that you have the best chance of contacting each and every customer in your database.
- We understand that managers and team leaders require constant visibility of performance and activity and our reports have been tuned to ensure that all managers have access to up-to-the-second reports, both in the office and remotely.
- We understand that your requirements can change, sometimes very suddenly and very urgently, and we are fully committed to providing our customers with the same level of responsiveness that we would expect of ourselves.
- We understand that you require 100% uptime, and that any loss of productivity has a direct impact on your bottom line. With this in mind, our software is built on industry-leading Microsoft technologies including MS SQL Server, Windows Server and Internet Information Server.
- We understand that there is no means in the world to accurately simulate 40 users, of varying degrees of technical ability, placing 200+ calls each per day on a call centre software system. By implementing all updates in our own call centre first, you can be assured that by the time any updates are rolled out to your site, they have undergone the most rigorous and unsympathetic testing possible.
- We understand that some of the best ideas for improvements come from the people that use our software every day. As well as listening intently to product enhancement suggestions from our customers, we are constantly receiving and acting on feedback from our own employees, both on the phone and in management positions, leading to ever more comprehensive and intuitive functionality for all our users.
- We understand what it takes to set up a call centre from scratch, and the considerations that must be made when scaling up your operation.
We strongly believe that this synergy between our software and services and call centre operations gives us a unique edge that makes Dynamic Dialer the best call centre platform in the market today. For more information, see our call centre software page, request a demo, or contact us on 01382 346 240.