Customer Acquisition Company Finds Flexibility to Grow with inContact Cloud-based Call Center
April 12, 2013
By Tracey E. Schelmetic
, TMCnet Contributor
Contact centers have approach cloud-based call center solutions for a number of reasons. It’s most often cost that is cited as the deciding factor, since cloud-based solutions are delivered via the Internet and can be paid for on a subscription basis, rather than in a lump sum at the time of implementation. But there is another reason so many call centers are turning to cloud-based solutions: flexibility, something premise-based hardware solutions have never been known to accommodate particularly well.
Customer acquisition company CLEARLINK implements marketing campaigns for a wide variety of large national corporations. As a result, the company relies heavily on its call center. Until recently, the company was relying upon a premise-based call center solution that wasn’t providing the flexibility it needed to better gauge campaign effectiveness. The company considered upgrading its existing hardware-based call center equipment, but quickly realized that this approach would be both costly and unable to provide the degree of flexibility the company sought. Essentially, the company realized it was time to turn to the cloud.
CLEARLINK required a high degree of flexibility since depending on the marketing campaign, its call center practices would change greatly with the demographics of the target group.
“We are constantly changing our phone system,” said Brandon Russell, Director of Call Center Operations for CLEARLINK, in a statement. “We’re always changing how we route customers, what customers hear from the IVR, and what type of data we gather from our customers. That’s why we went with inContact. It gives us the ability to manipulate the phone system based on our continually changing marketing needs and that’s a really big deal for us.”
Ultimately, CLEARLINK took advantage of the portfolio of cloud-based contact center solutions from inContact. It found not only flexibility, but a great deal of cost savings as well. Shortly after the implementation, CLEARLINK found that it was able to dynamically scale agents up or down on demand, change IVR features and recordings in under an hour, eliminate down time and associated lost revenue through hosted redundancy and the ability to easily set up at-home or multi-site agents to meet changing campaign needs. CLEARLINK found it was able to do something it never could before: experiment.
“We’re always experimenting with better ways to attract customers,” said Russell. “With inContact, we don’t have to spend thousands and thousands of dollars to test a new marketing effort. We can try a process for a week and if it doesn’t give us the fruits we want, we can rip it out with minimal cost. But then if the new process does deliver, all of the sudden we have a new marketing effort in place that can significantly drive up our revenue.”
The skills-based routing built into the inContact solution allowed CLEARLINK to set up priorities, routing calls related to more valuable campaigns to the front of the call queues. CLEARLINK is also taking advantage of the e-learning and workforce management tools from inContact as well. It uses the e-learning tool to give its new hires self-paced training as well to provide all of its agents periodic training on campaign changes or new sales promotions. The workforce management tool makes it easier for its agents to set their schedules, request time off, and better communicate when they can’t come into work for some reason.
The proof of concept has been in the cost savings CLEARLINK has seen. The company found that it saved about $2 million in system costs and significantly more in ongoing licensing, maintenance and upgrade costs. It also saved about $100,000 a year in payroll costs through optimized workforce management, and thousands of dollars each month when it adjusts its marketing efforts to be more effective. From greater visibility and availability to flexibility, inContact has provided CLEARLINK with the features and technological advantages it needs to succeed.
Edited by Stefania Viscusi