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MCM Services Group is a full-service legal marketing/consulting/media finance company serving law firms by 'developing, executing and financing legal advertising campaigns for mass torts in the pharmaceutical and medical device industries,' firm officials say.

They offer ad design and media buying, plus a 24/7 bilingual call center and online database to help law firms manage their cases after the advertising campaigns start to run. So they needed a call center to integrate well with their own in-house, Web-based Customer Relationship Management System, according to Todd Bassinger, CEO of MCM Services Group.

Bassinger says they chose Contactual's on-demand call center software because 'it would integrate well with our in-house CRM and Contactual’s (News - Alert) price was favorable. We used Contactual for our 24/7 call center for four years and then -- when we had grown to a total of 25 employee agents in our call center in Northeast Iowa -- we decided it would be more cost effective to downsize our staff and outsource our call center.'

However, even then, Bassinger says, 'we have kept Contactual as the front end interface to route our callers to our outsourced call center.”

One reason he's so loyal to Contactual is that he can use the Interactive Voice Response to record individual greetings for '400 different toll-free numbers for legal advertising campaigns for our more than 50 clients, and then route the inbound calls to the outsourced call center.”

Once you find that kind of dependable functionality you don't just outsource to anyone. The pricing structure works too: “A key benefit of using Contactual as a front-end system for our outsourced call center is that we just pay for what we need.”

Equally importantly, the IVR system is 'easy to use,' Bassinger says, for all the functionality it offers: 'Its administrative section for recording and programming greetings for each of the 400 individual toll free lines we have is so intuitive. It is so flexible. I can route the callers differently depending on times of day, expected volume of calls, and things like that. I can choose to route the call based on a schedule. And, whether that schedule is open or closed, I can route the calls to different Direct Inward Dial lines (local numbers) accordingly.”

In short, he says, “Contactual has grown and evolved along with us and we expect Contactual will continue to serve our needs in the future.'

To download a free customer case study and learn more about how Contactual's on-demand call center software improved MCM Services Group's operations, click here.