Brookson’s new contact centre revolutionises client acquisition

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Brookson, a leading provider of accountancy, tax advice and support services to freelance contractors and self employed professionals who work in business for themselves, has adopted advanced contact centre technology to support a revolutionary approach to attracting new clients.

The new contact centre technology delivers an additional element in a multifaceted set of client touch-points combining Brookson’s interactive web site, electronic marketing and the telephone.

“Even with today’s powerful information tools such as the internet, the telephone remains an important communication tool” commented Chris Bowden, Sales and Marketing Director. “Prospective clients appreciate the immediacy and personal touch provided by an informative telephone call. The contact centre technology fully supports this and Brookson’s commitment to providing excellent levels of customer service”

The new contact centre technology combines automated outbound calling and inbound call handling from Rostrvm Solutions. The rostrvm technology is being implemented at Brookson’s offices in Warrington following a successful ‘proof-of-concept’ trial using Opal Telecom’s hosted call centre service.

“By starting with a hosted implementation we have proven that using the rostrvm system, and dialler technology in particular, as part of the marketing mix increases our sales” continued Chris. “Now that the concept is successful, bringing the technology in-house means that we can take advantage of closer integration with our IT systems to personalise our interactions with prospects. The technology also increases our operational efficiency giving us the option of inbound-outbound call blending to deliver top-quality service.”