Virtual Call Center

For a long time, Intrep (an inside sales outsourcing company) used a contact center software application developed in-house. But, that application did not measure up to the company’s growing needs.

 

The application proved to be costly to manage and maintain and the company was able to handle only inbound calls, Jack Sands, Intrep’s CEO, said in a Contactual (News - Alert) case study.

 

Intrep needed a system capable of  conducting inbound and outbound customer sales support via multiple contact methods, a method of workforce productivity measurement for more than 130 distributed agents, and also integration of contact center efforts with CRM.

 

After a thorough market analysis, Intrep turned to Contactual OnDemand Contact Center for call, email, Web chat routing, call monitoring, and reporting. Sands said in the case study that most of what he saw on the market tended to either be a traditional installed contact center solution with robust features, or a hosted contact center solution with fewer features. But Sands was not willing to sacrifice features for the convenience of a Web-based system.

 

In addition, since Intrep relies on agents with varying hardware and phones, Intrep was interested in a solution that could handle both VoIP and PSTN.

 

Sands explained that, through Contactual, Intrep was able to implement a sophisticated solution with the full-featured abilities of hardware-based systems without capital expenditure.

 

Indicating that with Contactual, his company can monitor calls across the organization, as well as report on a wide range of criteria, Sands stated, “We can also provide recorded calls to customers if they so desire, which greatly adds to the accountability of our contact center services.”

 

Since the implementation of Contactual OnDemand Contact Center, Sands said his company’s agent productivity increased by 35 percent.

 

“With Contactual, our agents are up and running almost immediately,” Sands said in the case study.

 

According to Sands, one important feature of Contactual is its ability to seamlessly integrate with Salesforce.com (News - Alert). He explained that by integrating with salesforce.com, Intrep is able to combine two best-of-breed solutions into one.

 

“The combination offers single-click access to customers for outbound calls, and screen pops with customer information for inbound calls,” said Sands.

 

Additionally, the integration with Salesforce.com allows Intrep to share all contact information with its customers; a valuable tool in providing feedback for their customer’s own CRM efforts.

 

Integration with Salesforce.com has provided Intrep an accurate shared knowledgebase available to all agents across the virtual organization, according to Sands.

 

Explaining the benefits of turning to Contactual solution, Sands said that the enterprise-class service offerings allowed Intrep to attract and retain customers requiring higher call volume and greater levels of service.

 

Also, accurate reporting with real-time call monitoring and recording led to a productivity increase of more than 35 percent and staff increase of 15 percent.