QUICK QUOTE
End Results
When Shawn Sage of End Results decided to step out on his own and build a call center from the ground up, he was faced with a number of challenges. Having managed call centers for 15 years, he was confident that he had the know how to build a call center that would fulfill his clients' needs and make his organization highly marketable. He just needed to find the right people and equipment to bring his vision to life.
Since the call center industry is so highly competitive, he knew that he needed to find equipment with the functionality he needed to stay ahead of the competition at a cost that would allow him to offer competitive prices to his clients. For Mr. Sage, it was essential to have a system with flexibility, reporting capabilities, and complete compliance with regulations, and most importantly to have a vendor that would be with him for the long haul. After evaluating his options, he found the perfect fit for End Results in TelStar Info Solutions.
One key challenge that TelStar quickly tackled was implementing a package to help End Results comply with emerging telemarketing regulations in the state of California. The resolution was three-fold. It included routing calls to Overflow Agents rather than allowing the calls to be abandoned, the integration of TeleBlockT to facilitate strict compliance with Do-Not-Call lists, and additional reporting functionality to track call abandonment statistics. These tools have allowed End Results to confidently call on prospective clients without worrying that it might violate California laws. And when the pending update to the FTC's Telemarketing Sales Rule is implemented, End Results won't skip a beat. They are already armed with a call center solution that will make compliance with the Rule as simple as loading the national Do-Not-Call list twice a year.
In addition to incorporating the regulatory compliance features, TelStar ensured that End Results had the other tools that it felt were necessary to recruit the customers that it wanted. First, TelStar was able to use the advanced data manipulation functionality provided by integrating xSELLerator with PRI to give End Results the ability to provide unique caller identification on each outbound campaign. End Results also wanted its agents to have the ability to send text based or html e-mails from their desktops. TelStar integrated these modifications into End Results' xSELLerator package, and agents were able make use of the enhanced features from day one. All in all, Data- Tel was able to provide End Results with the complete call management package it needs to succeed.
Of course, the most exciting result of TelStar's work with End Results is the exceptional overall performance of End Results' call center. Using xSELLerator has made for a streamlined and profitable operation that allows End Results to compete well in a business where "survival of the fittest" may be an understatement. According to Shawn Sage, the number of calls his agents are able to complete per day is exceptional. He has also achieved answering machine detection accuracy of over 90%, talk times of over 80%, and still consistently maintained a call abandonment rate of less than 3%, the threshold that has been established in telemarketing regulations. "I am very pleased with the efficiencies that we've been able to achieve since installing xSELLerator," says Mr. Sage, "and since I know that xSELLerator can easily be expanded to accommodate a much larger, even multi-site, operation, I'm confident that as End Results grows as a company, TelStar will be in stride to ensure a seamless expansion." End Results' success since installing xSELLerator is evidenced by the fact that they've expanded the size of their system two times within only four months of operation.
Contact a TelStar Representative
Solutions: Predictive Dialer|Hosted Call Center Software|Web Chat
Industries: Collections|Mortgage Telemarketing|Political|Other Industries