CallTrackingMetrics Case Studies Boosting Call Center Efficiency: A Case Study on 10xfive's 20% Answer Rate Increase

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	Boosting Call Center Efficiency: A Case Study on 10xfive's 20% Answer Rate Increase CallTrackingMetrics

Boosting Call Center Efficiency: A Case Study on 10xfive's 20% Answer Rate Increase

CallTrackingMetrics

Applicable Industries	Buildings Equipment & Machinery
Applicable Functions	Sales & Marketing
Use Cases	Building Automation & Control Time Sensitive Networking
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Applicable Industries

Buildings

Equipment & Machinery

Applicable Functions

Sales & Marketing

Use Cases

Building Automation & Control

Time Sensitive Networking

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.

About 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.

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.

Impact #1	The implementation of CallTrackingMetrics has not only improved 10Xfive's call answer rate but also enhanced their customer service. The ability for agents to log in from home and the team to monitor call queues and live agent productivity has made operations smoother. The team has also set up an in-house quality program using call recordings to train new agents, and managers use CTM’s live listening tools to coach agents struggling with challenging calls. This has resulted in a more efficient and effective call center operation. Looking forward, 10Xfive plans to use CTM as a prospecting tool for one of their clients, further expanding the utility of the service.

Impact #1

The implementation of CallTrackingMetrics has not only improved 10Xfive's call answer rate but also enhanced their customer service. The ability for agents to log in from home and the team to monitor call queues and live agent productivity has made operations smoother. The team has also set up an in-house quality program using call recordings to train new agents, and managers use CTM’s live listening tools to coach agents struggling with challenging calls. This has resulted in a more efficient and effective call center operation. Looking forward, 10Xfive plans to use CTM as a prospecting tool for one of their clients, further expanding the utility of the service.

Benefit #1	Call answer rate increased from 80% to over 95%
Benefit #2	One of their largest clients, with about 170,000 outbound calls and over 70,000 inbound calls per year, achieved a conversion rate close to 85% when speaking to a lead in terms of booking an actual appointment, far above the industry average of 50% and below

Benefit #1

Call answer rate increased from 80% to over 95%

Benefit #2

One of their largest clients, with about 170,000 outbound calls and over 70,000 inbound calls per year, achieved a conversion rate close to 85% when speaking to a lead in terms of booking an actual appointment, far above the industry average of 50% and below

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Overview

Boosting Call Center Efficiency: A Case Study on 10xfive's 20% Answer Rate Increase

Operational Impact

Quantitative Benefit