InConcert Clearcable Trisys Orecx The Wolf Creek Radio Realvox Open Source Telephony

InConcert and Sangoma Team to Bring Huge Growth for Telemarketing Company

"Our principle challenge is to achieve the results expected of us, surpassing even what our clients want."

Jose Parra González, CEO

 

The Business Challenge of Creating Long-Term Relationships:

Telemarketing Professional Service (TPS), a seven-year-old Mexican company, had one mission: To develop long-term relationships for its business, instead of customers that hired them for one profitable campaign and then left.

The sustainability of a telemarketing company depends on resolving ongoing, long-term needs of its clients, so the business doesn't turn into one that is constantly on the hunt for new prospects. If clients started turning over constantly, the overhead of the business would be far too high.

And the danger of turnover is ever-present, because other telemarketing companies are constantly pitching TPS clients their services, offering them any incentive to come onboard.

"Our principle challenge is to achieve the results expected of us, surpassing even what our clients want", explains CEO Jose Parra González.

Parra Gonzalez had clients worth keeping, too. Just some of the companies he serviced include: American Express, Ford, Iusacell, Nextel, and Serfin.

What were the key areas TPS needed to fortify in order to keep the good clients and build long-term relationships? Expand its operations capability, and constantly optimize front and back office processes. These are the business communications and customer service machines, and if they weren't flexible and robust, TPS wouldn't be able to keep up with big clients' high-traffic needs. TPS had to be the most efficient, productive, and reliable marketing company around.

The Solution: Technology That Is Versatile and Reliable, Reliable, Reliable:

First, TPS established a clear business strategy: To focus on contact centers, the core traffic and decision-making center in the telemarketing machine.

Once Parra Gonzalez had honed the focus, he did a thorough investigation of the many technical options available.

While he was conducting his research, his business was growing. Suddenly, the management of multiple campaigns, 1,000 customer service center agents, and opening a new business office made his challenges more dynamic on various fronts. TPS's new technological base had to be a truly integral solution that would allow a broad range of improvements, from reducing operating costs all the way to offering even more quality to clients.

After an exhaustive selection process that included world-class solutions, TPS chose the InConcert Contact Center, powered by Sangoma hardware, which promised the most integrated, reliable operations management solution. Both InConcert and Sangoma are distributed in Latin America by XmarteK.

"For me, the integrated management of operations has always been practically an obsession", says Jorge Parra González. "It is the only way to fully understand what clients want from us".

How did InConcert become the most reliable, capable call center solution that Parra Gonzalez could find on the open market?

InConcert Commercial Director Julio Guridi says they were able to develop an absolutely reliable, completely agnostic communication gateway because of the quality of the Sangoma stack.

"We started with Digium cards, but moved to Sangoma because we needed the quality and reliability", says Guridi. "We are serving customers with mission critical needs. We needed a structure for mission critical applications. Now we have hundreds of Sangoma solutions".

Together, InConcert and Sangoma developed the communications gateway that is compatible with any PBX, and is independent of platform through a TDM and SIP-based trunk.

"Our strong middleware enabled us to interface with legacy systems, such as SQL, or the IBM world", says Guridi. "Now any industry — health care, finance, education, whatever — can use the call center, and interface with their internal system without a link or a tool".

The Fast, Significant Results Grew TPS' Business:

The technological installation for Parra Gonzalez's TPS was carried out in just three months, which is what heavyweight clients such as American Express and Ford demand. That deadline was met, according to InConcert's Guridi, thanks to InConcert developing tools, integration platform, as well as the ease of installation and hard work of the expert project staff.

Here are the numbers, which don't lie, and which made Parra Gonzalez a believer in InConcert and Sangoma: TPS Productivity immediately increased by 45%, and contact rates went up by 60%, thanks to the various functionalities of the InConcert platform, such as predictive dialing.

There's more: The convergence of all services — including telephony — on the data network instantly reduced operating costs and telecom expenses.

And finally, the quality, the heartbeat of the business, the conceptual basis for TPS's growth: The quality was so good, TPS was able to enter a new stage in its evolution through functionalities such as campaign-friendly management, recording of all contacts, and real-time report generation. Presently, TPS has 500 agent positions making a monthly average of 800,000 contacts with consumers. And he intends to keep them all for the long term.