Case Study: Protocall Group achieves higher call efficiency with VCC Live

Maximizing Outbound Calls with a Customizable Predictive Dialer

Protocall Group, Hungary’s leading outsourced call center, handles a wide mix of outbound campaigns, from telesales and telemarketing to debt collection, each requiring different dialer settings. With databases of varying quality, changing agent numbers throughout the day, and many calls going to voicemail, the company needed a way to improve outbound efficiency and reduce wasted agent time using VCC Live’s predictive dialer.

VCC Live implemented a highly customizable predictive dialer with voicemail detection, allowing Protocall Group’s supervisors to fine-tune call pacing for each campaign without IT support. The result was increased agent efficiency and the highest numbers of successful calls per hour, including about 600 voicemail-answered calls filtered out in one week, saving roughly 9 hours of agent time.

Protocall Group

Arnold Vancsók

Call Center Manager