National Direct Marketer Creates a Profitable, Scalable Call Center with VPI VirtualSource Agents

Customer: National Direct Marketer

Industry: Contact Center

 

The National Direct Marketer provides entrepreneurial education, training, and consulting to real estate, e-business, and infomercial clients looking to start their own businesses. The National Direct Marketer main challenge was to keep pace with its rapid growth while maintaining high customer loyalty. They chose a call automation system from VirtualSource because the underlying intelligence of its VPI VirtualSource Agents enables them to not only handle complex calls cost-effectively but significantly improve call center performance.

Business Profile

The National Direct Marketer provides entrepreneurial education, training, and consulting to real estate, e-business, and infomercial clients looking to start their own businesses. It has helped thousands of clients start successful enterprises. Through online promotions and infomercials, it has helped generate high incoming call volumes for client businesses.

Challenge

The National Direct Marketer main challenge was to keep pace with its rapid growth while maintaining high customer loyalty. Several years ago, David Jones, with 11 years of experience in call center management, started as a Client Services Manager for the company. Jones took charge of two call center groups with a total of 55 live in-house agents.

At that time, the groups he managed were answering only half of the incoming calls, and, as a result, customer service was not generating any revenue. “We needed to handle 1,500 calls per week, and the existing telephony system at the time was not sophisticated enough to handle the volume.”

His goal was to revamp the customer service operations to provide better customer service, handle call volume more effectively, and generate more revenue from the call center.

The addition of VPI VirtualSource along with a new telephony system has resulted in a substantial improvement in both customer satisfaction and revenue generation.

Solution

Jones applied his expertise in developing the optimal blend of people and IVR technology to maximize revenue and improve customer service. He chose a call automation system from VirtualSource because the underlying intelligence of its VPI VirtualSource Agents enables them to not only handle complex calls cost-effectively but significantly improve call center performance.

The initial application campaign focused on promoting a real estate book through TV infomercials. All inquiries came in by phone, so Jones added VirtualSource Agents to handle fulfillment and billing questions.

“The most important thing is to understand the technical solution and the business model needed to make this work. IVR solutions operate 24/7/365, and VirtualSource Agents result in a more scalable call center than live agents alone. VPI VirtualSource Agents have 100% occupancy. They don’t take lunch breaks, accrue no sick days, don’t need training, or spend time handling outbound calls and emails like live agents do: they are always available.”

“We found that VPI VirtualSource Agents are really good at handling transactions that don’t require human intervention. We appropriately route calls that need the personal touch of live agents and keep the right kinds of calls in the automated system. This gives us the best possible results.”

VPI VirtualSource has recently begun automating the last applications formerly handled by the touch tone IVR service: order status, continuity order status, and credit and return status. VirtualSource Agents now interface in real-time with UPS and other carriers, and Purity customers now receive a delivery date as well as a tracking number.

The retailer has now completely replaced its touch-tone IVR with an intelligent call automation system from VirtualSource. The retailer expects that VirtualSource Agents will soon be answering 3,000 calls a day.

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Significant Benefits

Once the company implemented the new telephony system with VirtualSource, it was able to meet its forecasted 70/30 service level target, answering 70% of incoming calls within 30 seconds.

In addition, says Jones, “We have already doubled our customer service revenue in a little over half the year. VirtualSource has been great—very responsive to our problems—and the entire team has worked together to quickly resolve any issues. I’m very impressed with their service and the stability of the solution.”

“By adding VirtualSource Agents we were able to keep our customers satisfied, and we were able to do so with fewer agents. The initial run was so successful that we have expanded it to other campaigns.” Since the initial application, VirtualSource has implemented another similar project for the company, and a third application is being developed. On the second application, VirtualSource Agents are not only providing order and billing statuses to clients but also processing cancellations, a task previously handled by live operators. On the newest application, VirtualSource Agents will provide FAQ information about products to prospects and take orders from customers.