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Why American Support Turned to Five9 for the Outbound Call Center
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Why American Support Turned to Five9 for the Outbound Call Center

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June 03, 2014
By Susan J. Campbell
TMCnet Contributing Editor


What are your primary tools for reaching the target market? Do you push out information on a daily basis? Do you send e-mails to try and identify key opportunities? Do you support an outbound call center staffed with qualified agents focused on getting connected with leads and turning them into qualified opportunities? If the latter is your current go-to-market strategy, are you employing the latest technology to ensure an efficient operation?


American Support is a comprehensive provider of inbound and outbound contact center services for U.S. telecommunications companies. The operation is centered on three U.S.-based contact centers and home offices across 22 states. Up to 400 U.S.-based customer care agents are employed at any given time, handling as many as 230,000 calls each month, as well as other targeted sales and marketing campaigns.

In a recent case study, American Support shared the challenges it was facing before working with an outbound call center provider able to meet its needs. The company was using two separate contact center systems, including an on-premise system to support outbound calls and a cloud-based solution for inbound calls. To answer calls, agents had to complete extensive training on both systems, each one very different from the other.

Separate systems also required separate data analysis and reporting, which made it challenging to be productive with client reports as it was a tedious, manual process. Plus, each system had its own shortcomings, including the fact that the premise-based solution was outdated and an upgrade would require significant capital investment and extra IT support. The cloud solution lacked the ability to complete outbound calls to the level required by American Support customers, limiting the company on its ability to grow.

With these challenges firmly identified, the company set out to find a solution that would better suit its needs. The Five9 (News - Alert) Virtual Contact Center enabled the company to leverage the functionality they were seeking from two disparate solutions and combine them into a single offering that would allow them to grow their business. The Five9 blended solution meant American Support only had to train agents on a single platform and the entire reporting process was automated, saving considerable time investments.

The consolidation of the two platforms allowed American Support to avoid significant capital outlay to upgrade the premise-based system. It also ensured the company didn’t have to take on unnecessary ongoing expenses. American Support no longer relies on a three-member overnight data processing team and the company has been able to reduce two general telephony support roles.

“There’s no question that using Five9 has reduced our overall operating costs,” said Matt Zemon, president and chief executive officer of American Support, in the case study “Besides additional staff, we used to have a huge number of phone lines coming into our call centers before we went to a soft phone solution. Moving from phone lines to Internet bandwidth has slashed our telephony charges in half.”

In addition to cutting costs, American Support has also been able to drive a 160 percent increase in its contacts per hour, a significant jump in productivity. These benefits are what drive the demand for the outbound call center and will make American Support that much more competitive in the market at large. 




Edited by Stefania Viscusi

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