Case study

TPS increases agent productivity by 46% through the deployment of an integrated contact center solution

Using the inConcert integrated solution with automated telemarketing workflows, the TPS Group contact center management team consolidated the workflows relating to credit card sales for their various customers, delivering a significant reduction in operating costs.

  • Sector
    BPO
  • Positions
    +1000
  • Operations
    Mexico
46%

Improvement in
agent productivity

62%

Increase in
contact rate

+1000

agents in two
locations

46%

Improvement in
agent productivity

62%

Increase in
contact rate

+1000

agents in two
locations

46%

Improvement in
agent productivity

62%

Increase in
contact rate

+1000

agents in two
locations

Let’s hear from the protagonists

Let’s hear from the protagonists

"The functional integration of a comprehensive CCaaS solution has always been an obsession of mine. It is the only way to understand what the customer is demanding from us. Having a superior technology platform is indispensable.”

Jorge Parra González,
TPS

Features
  • Predictive dialing
  • Web app designer
  • Web forms
  • 100% voice and screen recording
  • Smart workflows and scripts
Solutions

InConcert Omnichannel
Contact Center

Features
  • Predictive dialing
  • Web app designer
  • Web forms
  • 100% voice and screen recording
  • Smart workflows and scripts
Solutions

InConcert Omnichannel
Contact Center

The challenge

TPS had a legacy call center platform and several applications developed in-house for the management of the various operating systems related to credit card sales. The main challenge was to consolidate these multiple applications into an integrated management system.

More than a thousand customer service representatives and the opening of new headquarters led to the need for a technology platform that could easily adapt to the functional demands of the business. A solution that would reduce operating costs, maximize productivity, and offer a value-added service to their customers.

For each client, TPS designs a unique solution. And because of that, the company required the flexibility to implement tailor-made projects with speed and excellent quality..

A comprehensive technology platform, customizable to each our clients' specific needs
and with a significantly
lower TCO
Dstacado
A comprehensive technology platform, customizable to each our clients' specific needs and with a significantly lower TCO

Solution

inConcert worked with TPS on the implementation of workflows for the automation of tasks related to the telemarketing process for different clients, mostly related to credit card sales.

This process involved telemarketing activities, quality control, and service delivery coordination.

These were the solutions developed by inConcert:

  • For telemarketing activities, calls were automated using predictive dialing. The management was done by an application implemented with the web application development tool that in turn contained intelligent dialog scripts.
  • A customer purchase acceptance form was developed, which included the option of initiating/stopping recordings linked to such acceptance.
  • For quality control, an application was developed that allowed the verification of the information and the monitoring of the recordings recorded by the agents when making the purchase.
  • Finally, for the coordination of delivery and logistics, a form was made from information extracted from recordings, the documentation that will be sent to the client is assembled and, once sent, the corresponding acceptances and recordings are attached.
  • All forms and activities involved in the workflow are easily adaptable and modified. This gave them the flexibility and autonomy they needed to propose tailor-made solutions for each of their customers.

The results

TPS successfully consolidated the multiple management systems related to the processes of sale, acceptance, validation, and delivery of documentation credit card sale.

This delivered significant results in cost and operational optimization:

46%

Increase in agent productivity

62%

increased productivity rate

  • Reduction in application development and maintenance costs.
  • Increased productivity by 46% by consolidating the agent's work environment into a single interface, supported by dynamic scripts.
  • Increase in the contactability index by 62%, thanks to the automation of calls using predictive dialing.
Multiple management systems were easily replaced by one single integrated platform.
Dstacado
Multiple management systems were easily replaced by one single integrated platform.

TPS

Grupo TPS is a contact center that develops solutions aligned with the business processes of companies through different communication channels: telephone, e-mail, and chat. Located in Mexico and with more than 2000 employees in total, it has extensive experience in Telemarketing for inbound, outbound, and telephone outsourcing campaigns, oriented to the growth and development of their clients.

  •  
    Sector: BPO
     
  •  
    Positions: +1000
     
  •  
    Operation : Mexico