Boosting Call Center Efficiency: A Case Study on 10xfive's 20% Answer Rate Increase
Applicable Industries
- Buildings
- Equipment & Machinery
Applicable Functions
- Sales & Marketing
Use Cases
- Building Automation & Control
- Time Sensitive Networking
About The Customer
10Xfive is a fast-growing agency based in Atlanta that manages the marketing, sales, and support efforts for companies such as Aviator, Blusion, 101Mobility, and a 160-location franchise system. They offer clients a complete marketing team designed to deliver hyper sales growth. Their services include Branding, Digital Marketing, Media Buying, PR, an Inbound/Outbound Sales Center, and other complementary services and strategic partnerships. They aim to provide their clients with the ease and confidence of partnering with one entity versus a patchwork of vendors. They are a values-driven company, striving to live out their five core values: Act as One Team, Be an Entrepreneur, Think Big and Act Fast, Lead with Stewardship, Exceed Expectations.
The Challenge
10Xfive, an Atlanta-based agency that manages marketing, sales, and support for various companies, was struggling with their call center operations. They were using 3-5 different vendors for their phone service, call tracking, call recording, and monitoring tools. This resulted in high expenditure and administrative headaches due to the management of different contracts. Moreover, they lacked a consolidated platform to bring all their data together. A significant challenge was the absence of a voice over IP option with their phone provider, which was a problem when their support agents needed to work remotely and access their tools. They were seeking an all-in-one phone provider to improve their call center answer rate and enhance customer satisfaction.
The Solution
10Xfive found their solution in CallTrackingMetrics (CTM), a service they discovered at the International Franchise Association conference in 2016. Although CTM did not offer a formal contact center plan at the time, it had the potential to streamline and achieve everything 10Xfive was hoping for. The team at 10Xfive now relies heavily on the call queues within CTM, building sophisticated routing to direct calls to the appropriate agents trained to handle the different brands they manage. The ability for agents to log in from home and for the team to monitor call queues and live agent productivity has been a game-changer. They also set up an in-house quality program using call recordings to train new agents and live listening tools to coach agents struggling with challenging calls.
Operational Impact
Quantitative Benefit
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