Case Studies

Success Story ICEL University

The International College for Experienced Learning is a Mexican institution who offers alternatives to education and is currently experiencing a high growth phase.

Challenge

The 24 agents in the contact center are mostly focused on outbound campaigns to offer ICEL services to both existing members of the community and new prospects. They selected ICR Evolution as it was the best fit for their human sized call center and the purpose of their campaigns.

Solutions

One of the big challenges that the implementation of ICR Evolution solved was the improved control over inbound and outbound call flows, with a methodical and chronological categorization of agents and prospects as well as contact tracking.

The easy integration with their telephony platform Asterisk was a game changer in how they were able to integrate queue management, user registration, call recording, IVR messaging and hold music.

ICEL are also capturing call data directly in the ICR platform for an optimised operation

Impact

Sicne they started using the EVOLUTION software, ICEL have observed a 20% increase in the effectiveness of outbound calls. They feel fully equipped to communicate with their prospect productively whilst managing lead generation marketing costs.

The quick and easy implementation of the solution, performed by one of ICR’s certified partners LIBERT-TIA, resulted in reduced operational costs.

Evolution is a powerful application, easy to use and which provides great control over our contact center operations in multiple aspects. We’re very happy with the implementation and the increase in productivity.

Carmen Lazcano
Telemarketing supervisor at ICEL Mexico