Call Centers 24x7 Exceeds Business Goals

Company: Call Centers 24x7

Business

Call Centers 24x7® supplies professional offices and small businesses with call center answering services, including e-commerce support, warehousing and fulfillment, mailing services, and support services. Their distributed rural workforce model enables them to provision these domestic-outsourced business support services within the United States at prices competitive with offshore and blended offerings. These domestic-provisioned services are also known as onshore call center services, or onshore outsourcing.

Challenges

• Difficulty managing and expanding a “virtual” organization made up of rural agents.
• Inefficient and inaccurate routing of calls in a distributed organization.
• Lack of a secure and reliable contact center environment.
• Inability to expand customer base.

Solution

Contactual OnDemand Contact Center for call, email and web chat routing; monitoring; and reporting.

Results

• Scalability and reliability – Achieved a 60% expansion in staff to date.
  
• Increased accountability – Accurate and reliable call distribution, monitoring, and performance reporting of distributed organization.
• Improved Top and Bottom line - Expanded customer base by 400%.
• Increased call center security - Secure Web Interface with encryption.

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