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Contact centre leaders who work in outbound sales teams face the constant challenge of driving revenue growth while maintaining high levels of customer satisfaction. Our recent survey, conducted in May 2024, gained insights from 167 UK contact centre leaders who work in outbound sales teams, with sizes ranging from 20 to 4,999 agents. The results of the survey provide valuable insights into the current state of sales performance metrics. In this blog, we’ll explore the key findings and offer practical advice on how to improve your outbound sales team’s performance in four critical areas.

Average Daily Calls per Agent  

Our survey revealed that the mean number of daily calls per agent is 56.55, with 50% of sales teams handling between 31-60 calls per agent per day. To optimise your team’s performance, it’s crucial to find the right balance between quantity and quality of calls. Encourage your agents to focus on having meaningful conversations with prospects rather than rushing through calls to meet quotas.

Consider implementing a call scoring system that takes into account both the number of calls and the quality of the interactions. Provide regular coaching and feedback to help agents improve their time management and conversation skills. Invest in technology solutions that streamline the calling process and reduce idle time between calls.

Success per Call Rate

The mean success per call rate among those surveyed is 6.74%, with 26.35% of teams achieving a 4-5% success rate. To improve your team’s success rate, focus on providing comprehensive product training and sales techniques. Equip your agents with the knowledge and skills they need to effectively communicate the value of your offerings and overcome objections.

Analyse successful calls to identify best practices and share them with your team. Encourage agents to personalise their approach based on the prospect’s needs and preferences. Implement a lead scoring system to prioritise high-quality leads and increase the likelihood of success on each call.

First-Call Close Rate

The survey found that the mean first-call close rate is 27.81%, with 29.94% of teams achieving a 20-29% close rate. Closing sales on the first call is essential for maximising revenue and efficiency. Train your agents to identify buying signals and confidently ask for the sale when the time is right.

Provide agents with a clear sales process and scripts that guide them through each stage of the call. Offer incentives and recognition for agents who consistently achieve high first-call close rates. Analyse unsuccessful first calls to identify common objections and develop strategies to overcome them.

Average Revenue per Call  

The mean average revenue per call among surveyed teams is £197.60, with 24.55% of teams generating between £30-£59 per call. To increase your average revenue per call, focus on upselling and cross-selling techniques. Train your agents to identify opportunities to offer complementary products or services that enhance the value for the customer.

Implement a tiered pricing structure that encourages customers to purchase higher-value packages. Offer limited-time promotions or bundled deals to create a sense of urgency and increase revenue per call. Regularly review your product offerings and pricing to ensure they remain competitive and attractive to your target audience.

Data-Driven Decisions in your Contact Centre

By understanding these industry benchmarks and implementing best practices, sales leaders in contact centres can drive significant improvements in their team’s performance. Use these insights to set ambitious yet attainable goals, prioritise training and development initiatives, and make data-driven decisions to optimise your sales strategy.

Remember, success in sales requires a combination of skilled agents, effective processes, and a customer-centric approach. By continuously monitoring your team’s performance and adapting to changing customer needs and market conditions, you can position your contact centre sales team for long-term success and growth.

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Staying informed about industry benchmarks and best practices is essential for contact centre leaders looking to drive success in an increasingly competitive market. Our comprehensive survey, conducted in May 2024, gained insights from 500 UK contact centre teams, with sizes ranging from 20 to 4,999 agents, providing valuable insights into the current state of agent and team performance. In this blog, we dive into the key findings and provide actionable advice on how to improve your contact centre’s performance in five crucial areas. 

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Team Work Arrangements

Our survey revealed that 66.2% of contact centre teams work in a hybrid environment, while 23.2% work fully in-office, and 10.6% are fully remote.  

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When determining the best work arrangement for your team, consider factors such as employee preferences, job requirements, and technology infrastructure. Hybrid and remote work can offer benefits such as increased flexibility and reduced overhead costs, but they also present challenges like maintaining team cohesion and ensuring data security. 

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To optimise your team’s performance, regularly assess and adapt your work arrangement based on feedback from agents and managers. Invest in the right tools and technologies to support seamless communication and collaboration, regardless of location. Establish clear guidelines and expectations for each work arrangement, and provide training and support to help agents navigate the unique challenges of their work environment. 

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Performance Metrics

Our survey respondents shared the most common metrics used to evaluate agent performance. They are average handle time (50.4%), quality assurance (QA) score (42.2%), and customer satisfaction (CSAT) score (41.2%). When selecting performance metrics, ensure they align with your contact centre’s overall goals and values. Strike a balance between efficiency and quality metrics to encourage agents to deliver both fast and effective service. 

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To drive improvement in these areas, set clear, achievable targets and communicate them regularly to your team. Provide agents with real-time feedback and coaching to help them develop their skills and meet their goals. Implement a robust quality assurance programme that includes regular call monitoring, scoring, and feedback sessions. Use customer surveys and feedback to gauge satisfaction levels and identify areas for improvement. Regularly review and adjust your metrics based on insights gained from data analysis and agent feedback. 

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Business Outcomes

The top two most important outcomes for the contact centre leaders surveyed are providing a great service (47.0%) and ensuring team happiness at work (46.6%). To achieve these outcomes, prioritise creating a customer-centric culture that empowers agents to deliver exceptional experiences. Invest in comprehensive training programmes that cover product knowledge, communication skills, and problem-solving techniques. Encourage agents to take ownership of customer issues and provide them with the tools and authority to resolve concerns efficiently. 

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Equally important is fostering a positive and supportive work environment that promotes agent well-being and engagement. Regularly gather feedback from your team through surveys, one-on-one meetings, and focus groups to understand their needs and concerns. Implement recognition and reward programmes that celebrate individual and team successes. Offer opportunities for career growth and development, such as cross-training and leadership roles. Promote work-life balance and provide resources to support mental health and stress management. 

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Agent Turnover and Salary

The average agent turnover rate per year is 30.2%, and 43.8% of contact centres reported an increase in average agent salary compared to last year, with an average increase of 7.14%. High turnover rates can significantly impact your contact centre’s performance and bottom line, so it’s crucial to prioritise retention strategies. 

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Conduct regular salary benchmarking to ensure your compensation package remains competitive within the industry. In addition to base pay, consider offering performance-based bonuses, flexible work arrangements, and comprehensive benefits packages. Foster a strong organisational culture that values employee contributions and provides opportunities for growth and development. Implement a robust onboarding and training programme to set new hires up for success and reduce early attrition. 

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Regularly conduct stay interviews with high-performing agents to understand what keeps them engaged and loyal to your organisation. Use insights from exit interviews to identify common reasons for turnover and develop targeted retention strategies. Invest in leadership development to ensure your managers have the skills and knowledge to effectively support and motivate their teams. 

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Agent Workload

42% of contact centres reported an increase in agent workload compared to last year, with an average increase of 10.87%. To manage agent workload effectively, regularly monitor key metrics such as call volume, average handle time, and occupancy rates. Use workforce management tools to accurately forecast demand and optimise staffing levels across all channels. 

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Invest in technology solutions that automate routine tasks and streamline workflows, freeing up agents to focus on more complex and value-added interactions. Implement self-service options, such as chatbots and knowledge bases, to reduce the volume of simple enquiries handled by agents. Encourage cross-functional collaboration to identify process improvements and eliminate inefficiencies. 

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Promote a culture of open communication and encourage agents to provide feedback on their workload and job satisfaction. Regularly review and adjust performance targets to ensure they are achievable and aligned with current business needs. Offer flexible scheduling options and provide support for agents to manage stress and maintain a healthy work-life balance. 

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Data-Driven Decisions in your Contact Centre 

By understanding these industry benchmarks and implementing best practices, contact centre leaders can drive significant improvements in agent and team performance. Use these insights to set strategic goals, prioritise initiatives, and make data-driven decisions that will help your contact centre thrive. 

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Remember, benchmarking is an ongoing process, and it’s essential to continuously monitor and adapt your strategies based on evolving industry trends and your organisation’s unique needs. By staying informed and proactively addressing challenges, you can position your contact centre for long-term success and deliver exceptional experiences to your customers and employees alike.

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Debt collection is undoubtedly challenging; it’s crucial for contact centre leaders to continuously assess and optimise their team’s performance. Our recent survey of 100 UK debt collection professionals provides valuable benchmarking data to help you evaluate your team’s effectiveness and identify areas for improvement. In this blog, we’ll dive into the key metrics and offer practical strategies to enhance your debt collection processes.

Right Party Contact (RPC)  

Rate Our survey revealed that the mean RPC rate in the industry is 26%, with 38% of teams achieving an RPC rate between 20-29%. Improving your RPC rate is essential for maximising the efficiency of your collection efforts and reducing wasted resources.

To boost your RPC rate, start by ensuring the accuracy of your contact data. Regularly update and verify debtor information, and consider partnering with data providers to enrich your database. Implement a multi-channel contact strategy, leveraging a mix of phone calls, emails, SMS, and other communication methods to increase the likelihood of reaching the right party.

Analyse your contact attempts to identify the most effective times and days to reach debtors, and adjust your calling schedules accordingly. Train your agents to quickly identify and navigate through gatekeepers, such as family members or colleagues, to reach the right party efficiently.

Promise to Pay (PTP) Rate  

The survey found that the mean PTP rate is 29%, with 53% of teams securing promises to pay from 20-39% of their contacts. Obtaining a commitment to pay is a critical step in the debt collection process, as it sets the foundation for successful recovery.

To improve your PTP rate, equip your agents with strong negotiation and objection-handling skills. Provide training on active listening, empathy, and persuasion techniques to help agents build rapport and trust with debtors. Develop a range of payment options and solutions that cater to different debtor circumstances, such as flexible repayment plans, discounts for early settlement, or temporary payment holidays.

Empower your agents to make decisions within predefined parameters, allowing them to tailor solutions to individual debtor needs. Implement performance monitoring and feedback processes to identify and address any skill gaps or performance issues among your team members.

Percentage of Debt Collected  

The mean percentage of debt collected across surveyed teams is 32%, with 49% of teams recovering between 20-39% of their assigned debt. Optimising your debt recovery rate is critical for maintaining a healthy cash flow and minimising write-offs.

To boost your debt collection percentage, start by segmenting your debtors based on factors such as debt age, amount owed, and previous payment behaviour. Develop targeted collection strategies for each segment, prioritising high-value and high-propensity accounts.

Implement a robust collections management system that allows you to automate tasks, track performance metrics, and generate actionable insights. Use data analytics to identify trends, predict debtor behaviour, and optimise your collection processes.

If you’re collecting debt in-house, consider outsourcing hard-to-collect debts to specialised agencies, freeing up your team to focus on more recent and manageable accounts. Regularly review and adjust your collection strategies based on performance data and changing debtor dynamics.

First Call Resolution (FCR)  

The survey revealed that the mean FCR rate in the industry is 42.83%, with 33% of teams achieving an FCR rate between 30-49%. Resolving debt collection cases on the first call can significantly reduce costs, improve debtor satisfaction, and accelerate recovery.

To enhance your FCR rate, invest in comprehensive agent training that covers your organisation’s policies, procedures, and available repayment options. Equip your agents with the knowledge and tools they need to effectively address debtor queries, concerns, and objections in a single interaction.

Empower your agents to make decisions and offer solutions within predefined boundaries, minimising the need for escalations or callbacks. Implement a knowledge management system that provides agents with easy access to relevant information and guidance.

Analyse your FCR performance by case type, debt segment, and agent to identify improvement opportunities. Conduct regular call quality monitoring and provide targeted coaching to help agents refine their skills and techniques.

Data-Driven Decisions in your Contact Centre

By leveraging these industry benchmarks and implementing proven strategies, debt collection contact centre leaders can drive significant improvements in their team’s performance. Use these insights to set realistic targets, prioritise initiatives, and make data-driven decisions to optimise your collection processes.

Remember, successful debt collection requires a delicate balance of empathy, firmness, and regulatory compliance. By continuously monitoring your performance, staying attuned to industry best practices, and adapting to evolving debtor needs, you can position your team for sustained success in recovering outstanding debts while maintaining positive relationships with your customers.

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Delivering exceptional customer service is key to fostering customer loyalty and driving business growth. Our recent survey of 449 UK customer care and technical support professionals provides invaluable benchmarking data to help you assess your team’s performance and identify areas for improvement. In this blog, we’ll explore the key metrics and share actionable strategies to enhance your customer support operations.

Call Abandonment Rate  

Our survey revealed that the mean call abandonment rate in the industry is 4.41%, with 53% of teams experiencing an abandonment rate between 2-5%. Reducing your call abandonment rate is crucial for ensuring customer satisfaction and minimising lost opportunities.

To tackle high abandonment rates, start by analysing your call volume patterns and staffing levels. Ensure that you have sufficient agents available during peak hours to minimise wait times. Consider implementing a call-back option, allowing customers to opt for a return call instead of waiting on hold.

Regularly review your IVR (Interactive Voice Response) system to ensure that it is user-friendly and efficiently routes callers to the appropriate agents. Offer self-service options, such as a comprehensive knowledge base or chatbot, to enable customers to find answers quickly without needing to contact an agent.

Average Handle Time  

The survey found that the mean average handle time is 7.82 minutes, with 44% of teams managing calls within 6-9 minutes. While it’s important to strive for efficiency, it’s equally crucial to ensure that quality is not compromised in the pursuit of shorter handle times.

To optimise your average handle time, invest in comprehensive agent training that covers product knowledge, troubleshooting techniques, and effective communication skills. Provide agents with access to a robust knowledge management system that offers quick and accurate answers to common customer queries.

Implement call monitoring and quality assurance processes to identify areas where agents may need additional support or training. Encourage agents to take ownership of customer issues and empower them to make decisions that prioritise customer satisfaction over strict adherence to handle time targets.

Speed of Answer  

The survey revealed that the mean speed of answer is 17.11 seconds, with 25% of teams answering calls within 6-10 seconds. A prompt response is essential for creating a positive first impression and reducing customer frustration.

To improve your speed of answer, ensure that you have adequate staffing levels to handle incoming call volume. Implement skill-based routing to direct calls to the most appropriate agents based on their expertise and availability.

Consider offering alternative support channels, such as live chat or social media, to distribute the workload and provide customers with more options to reach out for assistance. Regularly monitor and adjust your staffing levels based on historical call volume data and forecasted demand.

First Call Resolution (FCR)  

Our survey found that 45% of teams achieve an FCR rate between 20-49%, with the mean FCR rate being 41%. Resolving customer issues on the first call is a critical driver of customer satisfaction and operational efficiency.

To boost your FCR rate, focus on equipping your agents with the knowledge and tools they need to handle a wide range of customer inquiries effectively. Implement a comprehensive training program that covers product features, common issues, and troubleshooting techniques.

Encourage a culture of ownership and empowerment among your agents, allowing them to take the necessary steps to resolve customer issues without unnecessary transfers or escalations. Regularly analyse your FCR performance by issue type and agent to identify areas for targeted coaching and process improvements.

Data-Driven Decisions in your Contact Centre

By leveraging these industry benchmarks and implementing proven strategies, customer service contact centre leaders can drive significant enhancements in their team’s performance. Use these insights to set ambitious yet realistic goals, prioritise improvement initiatives, and make data-driven decisions to optimise your customer support operations.

Remember, delivering exceptional customer service is an ongoing journey that requires continuous monitoring, learning, and adaptation. By staying attuned to industry best practices, emerging technologies, and evolving customer expectations, you can position your team for long-term success in creating memorable and satisfying customer experiences.

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Running an Effective Outbound Call Centre

Running an effective outbound call centre can boost sales, help retain customers and ensure timely payment collection. They are a vital cog in the day-to-day running of many different types of businesses, especially those that rely heavily on sales, lead generation or market research.

Unfortunately, many outbound contact centres run into the same challenges time and time again, from low call connect rates to poor performance and difficulties measuring or handling data.

Whether you run an in-house or outsourced contact centre, solving some of these issues can boost your bottom line.

In this guide, we’ll cover some of the common challenges of outbound call centres, the impact they have, and how they can be solved effectively, with straightforward advice to help streamline your operation.

What is an Outbound Call Centre?

An outbound call centre is a common business operation that handles outgoing phone calls to current or prospective customers, whether it be for sales, telemarketing, surveys and research, appointment setting, or customer notifications and payments.

Inbound vs Outbound Call Centre

As the name suggests, the main difference between an inbound and an outbound call centre is the type of call. An inbound call centre deals primarily with incoming phone calls, supporting new and existing customers with queries, complaints, bookings, or sales. Meanwhile, an outbound contact centre focuses on outgoing calls, where agents are proactively reaching out to prospects or clients.

Many contact centres operate on both an inbound and outbound basis, depending on the needs of the business.

Since outbound call centre operations face a unique set of challenges, we will focus primarily on those for the remainder of this article. Nevertheless, contact centres with diverse and complex requirements can also benefit from the CCaaS solutions mentioned below.

What are the Challenges of an Outbound Call Centre?

Whether it be cold calling, debt collection, or simply ringing customers to remind them of their upcoming appointments, actually getting through to the desired recipient is one of the main challenges of an outbound call centre.

Meanwhile, data management and compliance pose a different, although equally important problem. Let’s look at some of the common challenges of outbound call centres in more detail, and see how they can be solved with effective CCaaS solutions.

Challenge #1: Low Call Connect Rates

A low call connect rate has the capacity to defeat the entire object of an outbound call centre. If you can’t get through to your recipients, you’re unlikely to see a return on the investment of the operation, whether you’re trying to make more sales, raise funds or collect vital market data.

Problems

• Incorrect or outdated contact information: With the wrong information, not only do agents fail to reach the recipient, but also waste valuable time on erroneous calls.
• Uninterested recipients: We’re all guilty of hanging up quickly or even ignoring unsolicited calls, but large volumes of uninterested recipients can seriously impact results.
• Busy signals and voicemails: Reaching live individuals can be challenging depending on the time of day and individual communication preferences.

Solutions

Predictive Dialling and AMD

Predictive dialling is a powerful tool to boost the number of successful connections, using advanced algorithms to optimise call attempts. The technology works by analysing historical data to predict when agents are more likely to reach the desired recipient.

Meanwhile, AMD (answering machine detection) screens and bypasses calls that go to voicemail to reduce idle time, with software provided by MaxContact seamlessly integrated with your existing infrastructure.

Contact Prioritisation

CCaaS software can also identify the most important calls and put them at the top of an agent’s list, using custom data fetching on your leads. This helps you connect more quality calls with customers or prospects who are less likely to hang up.

Outbound Skills-Based Routing

This clever functionality supercharges your campaign results by intuitively matching customers with their ideal agents.

Outbound skills-based routing is a relatively new technology that works across progressive, predictive and preview campaigns to connect customers with agents who have the relevant skills to handle the call. Live-call data is used to assign skill ratings to agents.

Challenge #2: Inefficient Agent Performance

While performance is on some level, determined by the individual agent, there are still plenty of things you can do to increase efficiency and motivation.

Problems

• High call volume and workload: When there is a high call volume to keep up with, agents can experience stress and burnout, leading to a significant drop in performance.
• Lack of proper training: Some call centres lack the resources to provide personalised agent training, meaning they don’t have the necessary skills and knowledge to handle a variety of call types and objections effectively.
• Inadequate scripting and resources: Poorly designed scripts or a lack of training and support resources are guaranteed to reduce productivity and ultimately, results.

Solutions

Automated Scripting and CRM Integration

An excellent feature of MaxContact CCaaS is the built-in scripting tools, which help agents handle calls efficiently and consistently with confidence in their script.

Meanwhile, integration with your existing CRM software helps agents easily personalise calls, with all the relevant information at their fingertips.

Call Recording and Data Insights

Using a CCaaS platform to record calls helps supervisors easily identify areas for improvement and provide tailored training to agents, boosting their skills and effectiveness.

Data Dashboards and Performance Management

Most modern CCaaS platforms feature data and performance dashboards which can encourage a more engaging work environment and introduce a dose of healthy competition. They use gamification elements to boost motivation and track progress.

Challenge #3: Difficulty Measuring Success

Collecting information about what works and what doesn’t is one of the only ways to tailor your approach to your unique customer base and operations, improving success exponentially. But collecting and organising that information can be a headache waiting to happen, and is often deprioritised as a result.

Problems

• Multiple success metrics: Many campaigns have more than one goal, and monitoring conversion rates, appointment bookings, or survey responses simultaneously can be challenging.
• Attribution challenges: It can be difficult to attribute specific outcomes to outbound calls as a range of other marketing efforts and customer touchpoints can also play a role.
• Lack of data-driven insights: Without comprehensive, readily available data, it’s difficult to make decisions to optimise call centre performance.

Solutions

Automated Analytics

Using CCaaS software that has automated analytics built-in is a simple way to optimise your campaign strategies. MaxContact provides custom solutions with the capacity to collect and present automated data insights from a range of performance metrics such as call volume, agent utilisation, and call duration.

Multi-Channel Reporting

Taking it one step further, CCaaS can also facilitate data analysis across a range of different communication channels when integrated with your existing software. This provides a holistic view of customer interactions across all touchpoints, helping you gain a broader view of campaign performance.

Challenge #4: Compliance and Security

Breaches of compliance or security can be incredibly costly to an outbound call centre operation. But staying on top of ever-changing regulations can be just as pricey and time-consuming, without one streamlined solution.

Problems

• Complying with Do Not Call (DNC) lists: Dialling someone on the DNC list can result in hefty fines and penalties if you’re not careful.
• Taking payments quickly and securely: If your outbound call centre deals with payments, calls can be vulnerable to security breaches, damaging your reputation and leading to a significant loss of revenue.

Solutions

Built-in Regulatory Compliance

Having a CCaaS platform with built-in regulatory features is one way to avoid the compliance nightmare altogether.

MaxContact software features innovative DNC list scrubbing to automatically remove all names and contact information that appears on the registry from your database, reducing the likelihood of a fine. It also keeps your system up-to-date with call recording compliance and allows you to locate, edit or remove someone’s information on one simple page.

Secure Payment Handling

Take payments quickly and securely with PCI-DSS (Payment Card Industry Data Security Standard). The MaxContact CCaaS system allows agents to handle payments without viewing or hearing the specific card information of the customer. Instead, they can securely input their details using their keypad.

Data Encryption

Implementing robust security features into your CCaaS system is the best way to proactively protect against a potential breach. Depending on your operational needs, you can add a range of special features such as data encryption, access controls, and regular audits to safeguard sensitive customer information.

Additional Challenges Facing BPO Outbound Call Centres

Outbound call centre outsourcing is incredibly common, but BPOs often face more challenges than those that operate in-house. These include:

• Data Security and Privacy: BPOs that deal with sensitive customer data may face heightened concerns about privacy and compliance. This means they often require even more robust security measures and special technology to stay compliant with data protection regulations.
• Geographical limitations: Outbound call centre outsourcing puts distance between the business and its end customer, which sometimes makes it difficult to maintain performance and service quality. Auto quality assurance (QA) can assist in providing continued support to an outsourced team and connect the dots between the client and their customers.

Running an Effective Outbound Call Centre: Final Thoughts

While not without its challenges, running an effective call centre can be a lot easier with the right tools, technology and knowledge on your side.

MaxContact has transformed outbound operations for clients across a number of industries, from insurance comparison platforms to leading debt collection agencies.

Get in touch today to start running your outbound contact centre more efficiently, or download our guide for more information.

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Manchester, UK, 22nd May 2024 – MaxContact, a leading UK-based cloud contact centre platform provider, is excited to announce that Adam Prickett has joined the company as its Chief Financial Officer (CFO). With extensive experience working with SaaS businesses, Adam will play a crucial role in supporting MaxContact’s expansion plans.

With a proven track record in the technology sector, Adam’s experience and insight will be invaluable in ensuring MaxContact is strategically positioned for sustainable growth, both organically and through strategic acquisitions. Additionally, Adam’s financial leadership will play a key role in supporting MaxContact’s AI journey, facilitating the continued development and enhancement of innovative products like the recently launched speech analytics solution, Spokn AI.

Ben Booth, CEO of MaxContact, expressed his enthusiasm for Adam joining the team, stating, “We are thrilled to have Adam join the MaxContact team as our CFO. His experience in the SaaS industry and financial leadership will be invaluable as we continue to drive innovation, expand our product offerings, and deliver exceptional customer experiences.”

Adam shared his thoughts on joining MaxContact, saying, “I am delighted to be part of MaxContact’s forward-thinking team and contribute to the company’s remarkable growth journey. I look forward to collaborating with the finance team and wider business to support MaxContact’s strategic goals.”

As CFO, Adam will oversee MaxContact’s financial operations, including a variety of vital areas such as the financial planning of operations and working closely with our investors to maximise the impact of our recent additional investment aimed to accelerate further development in AI technology and scale the UK-based team from 65 to over 100 by 2025. Adam’s leadership will play a crucial role in ensuring the company’s financial health and enabling it to capitalise on emerging opportunities in the contact centre technology market.

With Adam on board, MaxContact will continue to build on the company’s growth trajectory. With his financial leadership and the ongoing innovation in products like Spokn AI, MaxContact is well-positioned to reinforce its position as an industry leader and drive further growth in the UK and beyond.

About MaxContact:

MaxContact is the best cloud contact centre platform for delivering conversation outcomes and customer insights to generate more revenue – compliantly. Our cloud-based contact centre platform allows you to have more productive conversations and automatically connects the right people for better call outcomes.  MaxContact has unrivalled outbound dialling capabilities as well as inbound and omnichannel functionality, plus advanced reporting.

Contact Details:

For further information or media enquiries, please reach out to the MaxContact team at pr@maxcontact.com

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