"Although we do not yet have predictive dialling (which establishes best contact times for individual client calls) we are using a blend of progressive and predictive dialling [where] we use a 'common sense' approach by assessing a client's career and location to determine when to call - obviously not when they are having dinner or sleeping," Rabey said.

"We handpicked an in-house team of about 50 people for outbound, customer satisfaction-only calls, and most of these were very keen to join."

She said a dialer administrator identifies calling patterns, customer trends and their changing needs to create campaigns and new targets for agents.

The company is closing a telecommunications RFP to upgrade the legacy network as the project is ongoing and yet to achieve planned productivity results.

MBF general manager customer services, Michelle Cox said while the project targeted customer satisfaction, it still strived for ROI.