A global business process outsourcing company that provides a full range of front-to-back office outsourced solutions worked with Spanlink to deploy Cisco Unified Contact Center Enterprise and Cisco Outbound Option. The company uses Cisco Outbound Option for a variety of agent campaigns across several of their customers. Projects can range from dozens to thousands of agents across all the dialing modes – Predictive, Preview, Progressive and Automated Attendant.
When searching for a solution, flexibility and the ability to easily customize outbound campaigns was important to them, as they have a broad set of requirements that they must meet for their customers. In addition, because they are managing a number of customer campaigns at any given time, robust reporting was also a necessity. With the Spanlink-deployed Cisco solution, this outsourcer can manage and easily customize numerous outbound call campaigns. They have a stout reporting solution that allows them to track agent utilization, number of call, number of sales, time agents spend on the phone, and more, for billing purposes. Campaign rules include strict dialing parameters around time of day, number of annual contacts and propensity for purchasing.
A large digital satellite television company uses their outbound solution to call and confirm service quality after all of their installations. This high-volume outbound call campaign integrates the Cisco Unified Contact Center Enterprise, Cisco Outbound Option, as well as Cisco Voice Portal (CVP), the enterprise reporting systems, and their unique desktop applications.
Another outbound campaign that Spanlink has helped this satellite provider with is when customers call for customer care. When customers call in, they are offered an opt-in post call survey where they can provide feedback on the specific agent that they worked with, and their performance. These callbacks have been architected to only be provided when certain business conditions are met – for example, depending upon skill groups and number of calls in queue.
With the Spanlink-deployed Cisco solution, this satellite provider can track not only their contact center agent performance and service levels, but also the service levels of the employees/contractors that go to their customer’s sites to install their service.
With unemployment on the rise, Spanlink worked with a State’s Department of Labor and Employment and developed an outbound call campaign to notify companies when former employees made unemployment claims against the company. The campaign uses Cisco Outbound Option and IP-IVR. An automated attendant leaves a message for the company, notifying them of the claim, and if it is incorrect , how to contest it. The dialing rules have to take into account the office hour of these business-to-business calls.
By automating this process, the department highly reduces resource costs.
1-800 CONTACTS, the world’s largest contact lens store, strives to continuously offer its customers with outstanding customer service – so much that it answers 90 percent of its calls within the first 10 seconds or three rings. Approximately 600 contact center agents handle between 40,000 and 45,000 incoming phone calls, 11,000 to 12,000 outbound calls and 5,000 customer e-mails each week.
Before 1-800 CONTACTS partnered with Spanlink to deploy the Cisco Unified Contact Center Enterprise solution, they were not able to effectively route or prioritize traffic because they didn’t have everything going into a universal queue. E-mail didn’t come into queue - it was a silo. Inbound calls were in their own silo and they placed outbound calls manually. Spanlink and 1-800 CONTACTS worked together to ensure universal call queuing in the new system with set priority levels: inbound calls first, e-mails second and outbound calls third.
By incorporating outbound calls in the universal queue, Spanlink enabled contact center agents to remain on-line, instead of the previous system requiring them to find free time or go “unavailable” while making outbound service calls to customers. Now, outbound calls can get pushed into the queue, just like an inbound call, making it a more streamlined and seamless process for their contact center agents. The Dialer/CTI integration with IEX WFM allows contact center supervisors to see the amount of time agents spend making outbound calls. Prior to this integration, outbound call reporting wasn't feasible and hours worked appeared to be blind spots or holes in the agents’ schedule.