In November 2006, Intelemedia Communications was touting our multiple call center routing at a trade show, and we met up with a leading direct response marketer in the sexual healthcare industry who wanted more control over call routing and access to accurate, highly detailed reports to build their inbound marketing programs.

Our scalable, turnkey multi-call center management solution was up to the challenge. We could easily manage call routing to their nine call centers located around the world and give them more control over call allocation. We built a custom user interface that allowed them to change call routing in real time through a web-based tool, so calls could be routed to the shared or dedicated agents in top performing call centers. That raised conversion rates, but it was our advanced reporting that allowed them to build a new marketing program to capture hot prospects who were contemplating a purchase decision.

As a third party participant, Intelemedia provides neutral reporting and analysis. We consolidate data from all call centers and identify consumer purchase behavior, then put that information into concise, easy-to read reports that allow clients to identify best performing agents. For this client, in addition to providing comprehensive reports that included call abandonment rates, time to answer and other performance metrics, we created a custom report that summarized call activity and revealed specific calls that were abandoned before routing to an agent. Together, we identified another outbound marketing opportunity that allowed our client to reach customers contemplating a purchase decision. We created a custom report that revealed callers who made initial contact but did not purchase and provided that report to our client every four hours. Using the caller’s ANI, our client’s outbound agents would call back customers to actively convert calls to sales.

Managing multi-call centers effectively is vital to marketers using direct response advertising to reach customers. With a multi-call center management solution from Intelemedia, making informed business decisions and comparing call center performance is easy. Call us at 1-800-300-2150 to learn more about how our response management tools and backend analysis can increase your ROI.