CallMap case study
the issues
The Company worked on behalf of various clients, where each new piece of work required a database to be built to hold the client’s data,
and a Campaign program to be created by IT staff to support the calls to be made.
Difficulties arose where Client Managers specified
requirements to the IT department for Campaign build requirements, often resulting in programs and databases requiring re-worked.
This reduced ‘time-to-market’ capability significantly. Also, any subsequent changes or improvements to Campaigns which were requested by their
Clients were often difficult and time consuming to implement.
Many of their clients required reporting and/or data extracts of daily
calling outcomes to be transmitted – this was done manually by IT staff working on the data systems, and was time and resource consuming,
and prone to error.
Issues were also noted where Clients requested Campaign functionality outwith the ‘norm’ (such as automatic e-mails,
SMS messaging, specialised reporting, etc.), as this could not always be implemented by the available IT staff … either expensive contract
staff had to be hired, or compromises in functionality were necessary.
There was also an issue of scalability of their internal
solutions (support for up to 600 concurrent seats was required) as well as their ability to provide flexible integration with their
Aspect® telecoms equipment.
There were also problems noted with the handling of ‘Inbound Call’ based Campaigns, where a group of
agents would be tasked solely to wait for inbound calls …
the solution
By using CallMap Solutions, this Company not only improved the range of services they could offer their existing and prospective clients,
but they were also able to provide fast ‘time-to-market’, not only in creating new Campaigns, but also by being able to react quickly to any
change in their Clients’ requirements.
The CallMap ‘Campaign Manager’ program simplified the creation and management of the company’s
Campaigns … Client Managers, rather than IT staff, were able to use the program to set up Campaigns based on their direct knowledge of the Client’s
requirements. As CallMap manages all campaign ‘databases’ automatically, the Managers didn’t require to have IT knowledge to create each campaign
and associated data structure and reports – all they needed to know was what was required, and CallMap did the rest for them.
This vastly
improved the ‘time to market’, flexibility and accuracy of the campaign build and amendment process, as well as providing a considerable
cost saving.
Using CallMap’s ‘script triggers’ to mark records appropriately, depending on call circumstances, it was easy to provide
daily extracts of outcomes (and associated data). These were automatically e-mailed to Clients as specified, using the CallMap Workflow engine.
Automation not only provided an excellent service to Clients, but also vastly reduced the chance of error.
The power and flexibility of
Callmap’s in-built scenarios (and the facility to easily extend them) allowed the Company to offer a wide range of service to their Clients, and
avoid the ‘we can’t do that’ response.
CallMap’s scalable architecture also allowed the company to support over 500 concurrent
users without performance issues, as well as providing a comparatively inexpensive CTI solution to integrate with their Aspect® telecoms equipment,
providing progressive dialling, real-time agent monitoring, and Call-Blending.
CallMap’s ability to seamlessly mix agent activity
across multiple Campaigns, and its ability to ‘blend’ Inbound, Outbound and Data Capture work, provided significant cost savings to the company.
They were now able to handle Direct TV Response Inbound Campaigns cost effectively … as the ‘advertisement’ went out on TV, inbound
call volumes would suddenly peak – as this happened, CallMap would automatically switch agents from Outbound telemarketing campaign work to
handle the inbound calls … as the inbound call volumes dropped off, CallMap could ‘blend’ back available agents to Outbound activity.
This allowed for great savings, as they no longer had to set a number of agents aside to solely handle incoming calls.