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CLIENT: Liberty Mutual

INDUSTRY: Consumer product – Premium auto & property insurance (unbranded and branded lead sources)

BUSINESS ISSUE: Business unit unable to achieve desired profitability when buying third party leads

ANALYSIS/KEY FINDINGS:
• Key findings:
       - Too many third-party leads were not viable for client
       - Client had no system capabilities to evaluate leads in real time, thus having to purchase every lead sent over
       - Limited capabilities to manage number of incoming leads to agent capacity


SOLUTION:
• Inserted our Predictive Caller product line
       - Built and applied scoring model to depict in real-time the value of a prospect from their phone number
       - Created ability for client to accept or reject the lead in real time, therefore only buying the top value leads
       - Created process that allowed client to fluctuate and prioritize lead volume based upon system capacity, taking
         only top leads when at capacity and allowing lesser scored leads when below capacity
       - Added third level of sophistication to system by allowing management of lead capacity by lead channel
         performance (Web, DTV, etc.)
       - Modeled system to accept leads that would fit client partners, allowing them to accept a greater number of leads
         for them and partners


RESULTS:
• Increased bind-to-call rate by 67% and decreased underwriting rejection rate by 56%
• Methodology and platform now being implemented throughout the organization for all lead generation channels

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CLIENT/INDUSTRY: Consumer membership/subscription-based business with more than 38 million members

BUSINESS ISSUE:
• Unsuccessfully attempted for years to get TV media buys to return positive results
       - Convert only 15%-19% of leads generated
       - Resulted in the cost per acquisition being too high
       - Tried multiple advertising creative and pricing strategies all with similar results


ANALYSIS/KEY FINDINGS:
• Engaged Intelemedia to perform analysis of teleservices environment
       - Client ran their new advertising creative and pricing under their existing teleservices environment with Intelemedia evaluating

         performance opportunities   
• Key findings:
       - Could not determine nor manage the % of calls going to top/mid/low tier agents
    • Too many calls going to low and mid-tier agents
       - Call abandonment rate was actually higher than what was originally reported
    • Call centers would not present the total number of abandoned calls.  These calls were presented as short or other dispositions when in fact

       they truly were abandoned calls
    • Each call center defined and reported key metrics differently, which resulted in inaccurate call routing strategies
       - No ability to route calls with real-time knowledge of call center capacity
    • Too often calls abandoned in one center while in another center there were available agents
       - Reluctant to add call centers
    • Did not realize they had capacity issues
    • Disparate reports and metrics between call centers was too difficult to manage


SOLUTION:
• Added two call centers
• Inserted our Insight product suite
       - Integrated all call centers into one uniform platform - had common metrics and definitions across all centers
         (easier to manage and compare performances across centers)
       - Implemented agent level performance reporting across all centers
       - Implemented real-time agent performance routing across all call centers


RESULTS:
• Within four weeks, conversion of TV-generated leads increased from 19% to 24%
• Within three months, conversion of TV-generated leads increased and had stayed at a 34% conversion rate - this TV campaign has been running

  for over 24 months successfully
• Abandonment rates dropped from 5% to between 2-3%
• Percentage of all calls went to above-performing agents

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CLIENT/INDUSTRY: Advertising agency – Consumer membership/subscription client

BUSINESS ISSUE:
•  Agency was taking over an account that unsuccessfully attempted for years to get TV media buys to return positive results. The previous outcome

    was as follows:
       - Converted only 15%-19%, creating an unsatisfactory cost of acquisition
• Previous agencies had tried multiple advertising creative and pricing strategies all with similar unacceptable results


ANALYSIS/KEY FINDINGS:
• Engaged Intelemedia to perform analysis of teleservices environment
       - Client ran their new advertising creative and pricing under their existing teleservices environment with Intelemedia evaluating performance

         opportunities   
• Key findings:
       - Could not determine nor manage the % of calls going to top/mid/low tier agents
          • Too many calls going to low and mid-tier agents
       - Call abandonment rate was actually higher than what was originally reported
          • Call centers would not present the total number of abandoned calls.  These calls were presented as short or other dispositions when in fact

            they truly were abandoned calls
          • Each call center defined and reported key metrics differently, which resulted in inaccurate call routing strategies
       - No ability to route calls with real-time knowledge of call center capacity
          • Too often calls abandoned in one center while in another center there were available agents
       - Reluctant to add call centers
          • Did not realize they had capacity issues
          • Disparate reports and metrics between call centers was too difficult to manage


SOLUTION:
• Added three call centers
• Inserted our Insight product suite
       - Integrated all call centers into one uniform platform - had common metrics and definitions across all centers
       - Implemented agent level performance reporting across all centers
       - Implemented real-time agent performance routing across all call centers


RESULTS:
• Within four weeks, conversion of TV-generated leads increased from 19% to 24%
• Conversion of TV-generated leads increased and has stayed at a 34% conversion rate
• Abandonment rates dropped from 5% to between 2-3%
• 86% of all calls delivered to above-performing agents

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CLIENT/INDUSTRY: Consumer product – home warranty

BUSINESS ISSUE: Desired improved ROI from their direct response campaigns. Client felt KPIs were inaccurate.

ANALYSIS/KEY FINDINGS:
• Engaged Intelemedia to perform analysis of business
       - Intelemedia first, ran calls through our platform to evaluate current performance and determine if current reporting was accurate
• Key findings:
       - The client had two disparate reporting systems, one for telephony and one for CRM that resulted in a number of calls that did not show

         up on reports
       - By having two separate systems client could not accurately identify their best-performing agents
       - After running all calls through the Insight Platform, the following was uncovered;
            - Prior system was not reporting all agent calls causing inaccurate agent comparisons
            - 15% of calls were from unserviceable areas of the country yet were delivered to the sales agents
            - Actual conversion rate was far less than previously reported (see below)


SOLUTION:
• Applied our Insight product suite to the platform. This included:
       - Predictive call scoring in real-time
       - Agent performance routing for all calls
       - Unified CRM and Telephony data reporting


RESULTS:
• The client was able to view reporting on all calls including agent performance, allowing the client to measure agent rankings correctly
• Knowing the value of each incoming call, agent availability and accurate agent performance, all in real-time, permitted client to route best calls to

   the best agents
• Understanding the importance of each call in the queue, the client was able to prioritize calls in the queue, moving best prospects to the front of

   the queue
• Besides financial improvements, the client had confidence in reporting to be able to make media buying decisions and accurately measure the

   performance of all agents.
 

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CLIENT/INDUSTRY: Non-profit/ministry

BUSINESS ISSUE:
• Previously client attempted to increase donation performance and call capacity by unsuccessfully attempting to add additional call centers. 

   Inhibitors to success included:
       - Ability to efficiently manage scripting & reporting across multiple call centers
       - Access to a reporting mechanism that unified call center reports


ANALYSIS/KEY FINDINGS:
• They lacked capacity for a number of their media buys so as calls spiked created high call abandonment
• Even with only two call centers making scripting adjustments was timely and expensive which limited their ability to make scripting enhancements
• Different scripting systems with two call centers caused separate scripting and inconsistent messaging to their potential donors
• Reporting never reconciled, as they had two centers providing different reports


SOLUTION:
• Doubled call capacity by adding four additional call centers
• Implemented Insight product suite feature of unified reporting and applied across all call centers
• Implemented Insight product suite feature of real time agent performance routing, which aligns more potential donors with the best agents.
• Implemented Insight product suite feature for scripting.  All call centers utilized this one scripting platform which allowed client to upload script

   changes to a single site in real time, no longer needing to work with each individual call center for changes.

RESULTS:
• Combination of increased capacity and ability to make more enhanced script changes increased average donation by 25%
• Lowered abandonment rate from over 20% to 2%    
• Standardized scripting reduced average talk time by 90 seconds which decreased agent cost by 15%

 

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CLIENT/INDUSTRY: Direct to consumer nutritional supplement

BUSINESS ISSUE:
• Desired for more calls to be answered by live agent and lessen need for an IVR which converted at a lower percentage rate
• Wanted to add additional call centers but needed knowledge of highest performers


ANALYSIS/KEY FINDINGS:
• Existing routing system only allowed for call allocation versus no real-time routing functionality. This caused calls to abandon at one call center,

   while the other centers had available agents
• Upon moving calls to the Intelemedia platform, it was quickly uncovered that the majority of calls were handled by agents converting below the

   average, while high performing agents only received a small percentage of calls
• Identified that the current platform could not handle the call spikes and were dropping calls prior to delivering the calls to an agent. 


SOLUTION:
• Migrated all call centers onto the Insight platform
• Intelemedia captured each data field from each call center and established standard definitions for each data field
• Implemented Insight product suite feature of agent performance routing, which allowed client to route calls to the best available agent in real-time.
• Implemented Insight product suite feature of predictive scoring, which allowed each call to be scored in real-time, with the best prospects moved

   to the front of the queue and then routed to best performing available agent.

RESULTS:
• Lowered abandonment by 50%
• Increased conversion rate by 35%
• Increased average order size $40.00
• Eliminated need for IVR

 

Have a question or need additional information please contact us?

Call: 800.300.2150 or email us at: Hello@Intelemedia.com. We would like to talk with you.