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Five9 Hosted Contact Center Solutions Drives Measurable Results
Call center managers want options when developing their facilities and their workforce. Virtual call centers are gaining in popularity as it doesn’t always make sense, especially if the call center is run out of two different locations. In such a scenario, a hosted solution can deliver the right platform for a much lower cost.
In a recent case study, Channel Blend LLC establishes call centers specifically in rural areas in order to tap into the educated labor pool residing in those areas. These individuals tend to be more appealing as they offer higher loyalty and lower turnover. With a focus on an on-demand solution to keep infrastructure costs low, Channel Blend would be in a strong position to launch a hosted solution.
“People are our most important asset,” said Jeff Neiswanger, president of Channel Blend. “We’ve all worked for call centers in large metropolitan areas and employee retention was a major issue. At Channel Blend, the rural location of our centers has proven to be a key to our success and has given us the ability to retain great agents. As our agents apply their knowledge and ability over a longer period of time, they get better and we all become more successful.”
The majority of Channel Blend’s services involve outbound calls, indicating that a predictive dialer was a must-have for the company and its call centers. The Five9 Virtual Call Center Suite was originally deployed, but the company soon realized that using Five9 (News - Alert) was the only way to achieve the high-performance demanded on a hosted predictive dialer, while also benefitting from lower rates.
Channel Blend has enjoyed flexibility offered by Five9, which has allowed the company to instantly change the number of agents on a particular project or change campaign parameters to deliver better service for their clients. At the same time, this on-demand call center technology enables the company to maintain the infrastructure and IT costs they normally incur to a minimum, cut long distance charges with VoIP telephony and add new clients without having to add new equipment.
In the case of Channel Blend, Five9 was able to help with the deployment of the virtual call center in less than two hours. The agents found that the interface and features were easier to use than their former solution and needed minimal training. At the same time, the solution can support home-based agents to allow for easy and inexpensive expansion.
As a result of the Five9 hosted call center implementation, Channel Blend was able to introduce automation that increased contacts per hour by 22 percent; deploy the call center within two hours; lower long-distance costs by 6 percent with VoIP; enabled the delivery of 24x7 services; and offered a disaster recovery strategy by hosting the call centers on two different ISPs. The overall deployment and use was a success.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Chris DiMarco
