Careline Services Ltd is the latest in a long line of contact centres to take on Magnetic North's Maximise and Optimise technology. The 10 year old company provides outsourced contact centre solutins for some of the worlds largest leading companies and government agencies.They provide customer service and retention solutions to many blue chip clients, using multi contact channels such as call handling, email, sms, voice recognition and IVR. They provide these services through over 900 agents over 3 UK call centres, based in London and Scotland.

CSL had outgrown their legacy solution and were looking for a replacement solution that would partner with their CRM, and Magnetic North's Maximise dialler fitted the bill. They have bought the Enterprise version of the diller with flexing, meaning they can switch agents on and off as and when required.

They have also invested in Optimise call recording. Recording 100% of their calls means that they are able to quality monitor their calls and also use real calls for training purposes.

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