Success story
CrediMarket
Industry:
Banking & finances
Location:
Spain
Number of agents:
100
GROWTH
CrediMarket was looking to improve the number of contacts per agent and reduce uncontacted leads, as it was going through a high growth phase.
CLOUD
The client was looking for a cloud solution that offers flexibility to keep up with the growth of traffic and agents.
VOICE
The main objective was to increase sales. Intelligent call routing is presented as an option to match the customer with the best available agent.
MONITORING
With fluctuating business demands, supervisors need to be able to easily monitor performance and make strategy changes in real time.
CrediMarket offers an online comparison service for financial products such as loans, credit cards and mortgages, with over two million users a month.
Their financial experts assess users’ needs and profile, in order to provide the most adequate solution and support them throughout the contracting process. Our software EVOLUTION was key for the day to day activities of the company.
CHALLENGE
CrediMarket was looking to improve the number of contacts per agent and reduce non contacted leads as it was going through a high growth phase. They selected ICR Evolution who offered a cloud based solution with a lof of flexiblity to support the growth both in traffic and in employees.
SOLUTION
ICR Evolution stood up the solution in just three weeks, starting with a pilot within the first two weeks. In addition to the benefits of a cloud based software, EVOLUTION offers a blended mode for agents to make and receive calls depending on traffic and SLAs.
Inbound contacts are routed intelligently to the best available agent and rules have been defined based on the sales opportunity, resulting in a high level of service including out of hours.
Outbound contact lists can be easily uploaded and customer data is visible to the agent, enabling them to focus on providing a great experience and closing sales. Supervisors easily control performance and can work on business rules in real time.
Users also benefit from a live chat feature on the website where they can complete certain transactions, improve trust and loyalty.
IMPACT
The quick implementation and ease of use has enabled CrediMarket to quickly grow their workforce, going from 5 agents to 65 agents thanks to a dedicated training. They are working to incorporate another 15 agents in the next few months.
We wanted to work with a CTI platform that would improve our productivity. With ICR we can continue to grow knowing we have a reliable and scalable software.