inContact Helps Prepaid Landline Service New Talk Increase Efficiencies and Lower Headcount
April 12, 2013
By Tracey E. Schelmetic
, TMCnet Contributor
It’s a continued dilemma in the contact center industry: how to keep customer service high and costs low at the same time? In recent years, this formerly rhetorical question has had a genuine answer: thanks to cloud-based contact center solutions.
One provider of cloud-based contact center management, inContact, recently recounted the way a customer of its solution did just that. New Talk, a prepaid landline telephone service provider, provides a vital service to customers with less than perfect credit or those who prefer not to divulge their personal identification data just to get a phone. Their services, which are used by 20,000 customers in the Fort Worth, Texas area, help lower income individuals attain and keep landline telephone service in their homes.
Recently, the company was seeking a way to keep efficiency high and costs under control. The company operates three call centers with 40 agents in Guatemala, 10 in Dallas, and 12 in Fort Worth. With its previous call center system, it lacked the capacity to collect and analyze call center data and efficiently schedule and accurately compensate its agents. Call data was stored digitally for only 90 days, after which it was purged from the system, rendering it necessary to print and retain paper records. The process was not only wasteful and cumbersome, it made data analysis an overwhelmingly difficult, time-consuming and manually-intensive task, which meant that the company had little means with which to improve operations.
Ultimately, New Talk approached inContact for a solution. New Talk migrated its three call centers to inContact’s cloud-based call center management solution and immediately improved call center efficiency with historical data tracking, analytics and call routing, reduced operating costs by 14 percent through more efficient agent scheduling and payroll accuracy, and reduced call volume by 20 percent in just 90 days through more efficient call routing.
The new contact center solution yielded fruit almost immediately, according to Samuel DeHoyos, VP of Operations at New Talk.
“inContact’s data analysis revealed significant overstaffing in our Guatemala center,” DeHoyos said, noting that the center’s 57 full-time-equivalent agents provided enough capacity to answer almost 11,000 calls per day. “But the most we ever received on average was around 3,000. inContact’s graphical snapshot of call volume, talk time and other metrics was a real eye-opener for the company owners, and we were able to reduce our headcount to around 40 agents.”
This 30 percent reduction in headcount cut operating costs by about 14 percent, and with inContact’s integrated, comprehensive call handling system, DeHoyos says he is able to access, monitor and manage the call queue across multiple centers to ensure smooth operations. By examining same-day historical data and factoring in marketing outreach efforts, New Talk is able to conduct more accurate call forecasting and scale its headcount accordingly. In addition, new outbound capabilities, including auto-dialing, will allow the company to grow and expand.
To meet new growth, New Talk plans to ramp up new contact centers to handle expanded customer pools, and says inContact is helping at every step of the way, bringing new systems online in a matter of weeks.
Edited by Stefania Viscusi