CallMap case study
the issues
This Company works on behalf of a large number of training providers and education authorities, calling companies to find delegates for their
courses.
As the type and number of delegates required by the training providers varies each month, the agents were either presented
with printed list of companies to call, or had to search for companies themselves. This was inefficient, took excessive time and was difficult
to manage accurately, and call rates were comparatively low.
This situation was exacerbated by the high level of inaccurate and
duplicated data in their current system.
They needed to improve the quality of the delegates being put forward to ensure they were
eligible for the relevant course and also that there was no duplication ... as they currently had a high number of rejections.
They also
wished to increase their productivity whilst reducing costs.
the solution
The CallMap CRM Suite was chosen as it not only could address the existing problems, but could also provide additional productivity, reporting
clarity and cost-saving features.
All data was extracted from the existing system and put through CallMap's in-built data cleansing
and de-duplication routines as it was uploaded into the system.
A CallMap Extension Application was created to allow the maintenance of
the complex business rules surrounding the training providers, courses, and delegate requirements - which varied on a month-by-month basis. Part of
this application allowed calling lists to be created based on complex selection criteria.
A campaign was built for each training provider
containing full scripts for the outbound calls. These scripts were fed by the defined business rules, containing details and information relevant to
the courses under discussion during the call ... and a number of checks to ensure the eligibility of the proposed delegates. The scripts also
automatically serviced any requests for information packs; automatically sending emails with attachments, and faxes (using the existing fax server).
Various Postal information packs were triggered by the CallMap scripting engine ... the output was created by a scheduled workflow job.
The
CallMap Desktop seamlessly integrated with the company’s telephony system using a comparatively inexpensive TAPI based implementation to provide
CTI functionality. The workstations were also set up to allow calls to be recorded using CallMap's in-built Voice Recording capability.
The
result was that the quality of the calls, and the delegates obtained, were improved by agents following the scripts, and management's ability to
review the recorded calls. Significant gains in daily call volumes were made by the dynamic presentation of companies from the calling lists,
and CTI-based progressive dialling.
Gains were also achieved in the automation of email, fax and letter production,
vastly reducing dependence on information technology staff.