Call Center Tech Solutions Case Studies
Case Study : 100 Seat Call Center in Southern California
The initial contact from the client was for IT support. That soon migrated to include scripting and ultimately redesigning the entire call center interface. The client was very satisfied with the results. Subsequently, the client purchases 5 additional call centers throughout the country. GMR was able to consolidate the call centers various technologies under uniform control through a web based platform. This has enabled the client to move all telephony applications to their Southern California operation. Call center and remote agents were linked to the call center network through GMR’s web interface. All inbound and outbound telephony connections were made through Southern California. Connected calls were routed through a private VoIP backbone to the various call center agents. The entire operation was built around GMR’s web interface.
Schedule:
GMR retained for IT Support |
Cost reduction of 50% |
Scripting |
Move from Pinnacle and Pi to ASP and .NET |
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Eliminated 3 programmers - Scripting costs for Inbound reduced by two-thirds, $22,000 per month savings. |
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Moving to more modern ASP and .NET enabled client to land a significant new account |
Time Card |
Investment pay back was 12 weeks for client |
Web Based Call Center Platform |
Able to maintain existing IT infrastructure |
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Remote Call Center Integration |
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Scalable on short notice |
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Combine other call centers and remote agents into one manageable resource |
Web Based Lead Generation Integration |
Integrated an immediate call back function to client web site visitors. Upon completion of web application, an automated call back was launched from the call center. Client experienced 45% increase in sales. |
Live Chat |
Integrated Live Chat with call center agents to encourage visitors to complete application or provide information for call back. |
Customized Crystal Reporting |
Reports tailored to individual clients needs including real time reporting, graphs, charts, campaign history, and analysis |
Private Web site Design |
Individual web page for individual clients for viewing reports, accounting, new product launch |
Integrated Shopping Cart Web Design |
Link with Clients Enterprise site for processing order input and product configuration through call center |
Corporate Blog |
Employee and management communication conduit. |
Managed Services and Packaged Solutions:
Whether your present demands include updating legacy systems like Data-Tel info Solutions or migrating to enterprise systems such as Touchstar CCTS can provide the technicians for a rapid deployment and seamless transition.
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Building on your legacy systems enables you to drive your company to new market opportunities without the expense of purchasing new call center software. Add real time reporting and marketing analytics for your clients. Integrate with shopping cart models or customer order processing gateways. Automate database procedures. Open the door to news business through Internet integration. Build dashboards for clients to observe campaigns through CCTS’s Web Portals. Develop interactive processes such as an integrated call back service, initiated when a client’s prospect completes an online form. Connect to client’s order desk or shopping cart system.
Operations Support
Broaden your IT resources while reducing IT expense with CCTS Source, your outsourcing resource. CCTS provides scripting support for industry standard software such as Startel, Pi and Pinnacle. Shorten campaign deployment with increased manpower through script programming support. Our script migration allows you to preserve your script design while migrating to new a new scripting platform. Convert thousands of scripts in less time fraction and lower cost than handling scripting conversion internally.
Contact Us or call 714-731-9000 for your call center tech solutions.
