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“We don’t want our clients to face the challenges that we went through. We want to equip them with solutions that are built over modern day technologies,” says AlexVillafranca, CEO, Arbeit Software. This statement also constitutes the fundamental principle behind the success of Arbeit software. Initially started as a collection agency, Arbeit Software was established by a couple of collection agency owners who grew dissatisfied of their dialer software that dropped calls and underwent frequent down times. The owners sought for a solution out in the market to mitigate this issue but were unable to find it. Taking control into their own hands they developed a collection and call center dialer of their own. Designed with latest coding languages and asterix systems, Arbeit’s Dialer software proved to be the most appropriate product for company’s business. As the company offered its solution to other agencies, the dialer software showed a substantial increase in the productivity of their agents and a considerably less downtime. The latter created an exponential growth in the demand for the software in the market.
Arbeit designs its own software internally with the help of an in-house programming staff. The success of Arbeit’s product is attributed to the fact that the company developed its solutions for its internal usage incorporating a basic and simple model of delivery for its clients, as most of them don’t necessarily have a technological background. Additionally, the company only employs tier 1 carriers enabling its clients with a top of the line call quality.
Arbeit Software practices a culture of building mutual business relationship with its customers where their lucrative benefits directly influence the credibility of the company
Arbeit developed Arbeit Dialer or Dialer 1 as a solution to address their internal requirement of efficient dialer software with a reduced downtime. The Dialer 1 platform saw massive adoption among the external agencies as the product facilitated a notable increase of profit margins of around 2-3 times of their business. ArbeitClick is another product, designed specifically to address the issues of call centers and collection agencies after speculating on the various challenges faced by collection agency professionals. Among few of the major concerns that these collectors had were to figure out a way to comply with the TCPA protocol that instates the prohibition to call a consumer through an auto-dialer on a cell phone unless the consumer gives ‘prior express consent’. To address this challenge, Arbeit developed ArbeitClick which is fundamentally designed to mimic the productivity of an auto-dialer without being considered one and comply with TCPA definitions. The software employs a three layered human intervention model to eliminate the attributes of an auto-dialer. The first layer allows the agent or collector to decide whether on which number to call among the list of numbers provided on an interface. The second layer eliminates the three second delay at the beginning of the phone call caused due to the voice-mail detection software; a characteristic synonymous with predictive dialers. The third layer provides an ability to leave a voice mail in the voice mail box. With the help of this system, the company has enabled multiple agencies to run at speed of over 150-300 calls per hour, outperforming an auto-dialer while being compliant.
The company practices a culture of building mutual business relationship with its customers where their lucrative benefits directly influence the credibility of the company. It provides training and support options to the clients around its solutions and helps them achieve complete control and an increased efficiency in their business.
In the coming few years, Arbeit aims to focus heavily on its Click product. The company plans on updating and integrating its products with other software vendors to include more functionality into them. Arbeit is also planning to release Dialer 2 next year. “The new Dialer 2 won’t be an updated extension of Dialer 1. We are developing this product from ground up with latest programming technologies and additional features,” concludes Villafranca.