Success story
ICEL University
Industry:
Education
Location:
México
Number of agents:
100
CALLS
The contact center focused primarily on outbound campaigns to offer ICEL services to community members and potential customers.
RECORD
A need for ICEL was the methodical and chronological categorization of potential agents and customers, as well as contact tracking.
MARKETING
ICEL university’s goal was to manage marketing costs to generate new leads.
POWER
The university needed a powerful and easy-to-use tool, due to the large flow of incoming and outgoing calls they manage daily.
The International College for Experienced Learning is a Mexican institution who offers alternatives to education and is currently experiencing a high growth phase.
Our omnichannel software for Contact Center EVOLUTION, has become a key part of they day to day operations.
CHALLENGE
Contact center agents were mostly focused on outbound campaigns to offer ICEL services to both existing members of the community and new prospects.
They selected us, ICR Evolution, because we were the best fit for their human-centered call center and the purpose of their campaigns.
SOLUTION
One of the big challenges that the implementation of our software 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 our EVOLUTION platform for an optimised operation
IMPACT
Since they started using our software, ICEL 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 our 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.