Case study

UTEL increases their customer response
rate by 180% and exceed sales
targets by 50%.

One of the leading online universities in the Americas consolidated their omnichannel contact center strategy, integrating sales and digital campaigns, integrating marketing automation, CRM, customer service, and collections. All thanks to the inConcert platform.

  • Sector
    Education
  • Positions
    344
  • Operations
    México
    (+12 countries in the Americas)
180%

Improvement in
customer contact rate

50%

Increase in sales

20%

NPS improvement

180%

Improvement in
customer contact rate

50%

Increase in sales

20%

NPS improvement

180%

Improvement in
customer contact rate

50%

Increase in sales

20%

NPS improvement

Let’s hear from the protagonists

Let’s hear from the protagonists

"Thanks to inConcert we have consolidated a contact center, fully aligned with institutional strategies, and the support of the professional team and technological tools have made the operation easy and 100% manageable."

Florencio Cueto Barojas
Information Technology Coordinator, UTEL

Features
  • Progressive dialing
  • IVR
  • Web Chat
  • Web app designer
  • CRM integration
  • Screen pop ups
  • Satisfaction surveys
  • Supervision
  • Customized reports
Solutions

InConcert Omnichannel
Contact Center

Features
  • Progressive dialing
  • IVR
  • Web Chat
  • Web app designer
  • CRM integration
  • Screen pop ups
  • Satisfaction surveys
  • Supervision
  • Customized reports
Solutions

InConcert Omnichannel
Contact Center

The challenge

Within the framework of the global redesign of its processes, UTEL's objective was to restructure their contact center in line with industry best-practices.

They were looking for a solution that delivered all the functionalities of a modern high-tech contact center, but that did not require a very high initial capital investment.

Due to a redesign of operational processes, they required the support of a professional team to assist them throughout the implementation.

A solution that would allow them to scale in line with business growth.
Destacado
A solution that would allow them to scale in line with business growth.

Solution

Sales

With a focus on consolidating the business, inConcert worked with UTEL to formalize the sales campaign first. Manual dialing was implemented as a pilot test.

Once the processes were defined, the sales campaign was automated with progressive dialing.

Call transcripts were created using the web application development tool.

Service

When the sales contact center was operational, a pre-service IVR was implemented. Several customer service campaigns were also launched, including webchat as a new contact channel, and integrated omnichannel into the contact center.

In addition, satisfaction surveys were carried out to assess the quality of care for users.

Lead-Gen

Finally, automated lead-gen campaigns with progressive dialing were implemented.

Integration

Both customer service and sales campaigns were integrated with the CRM used by UTEL.

This allowed setting screen pop-ups in the CRM, which present the agent with relevant customer information. The pop-up is displayed when the auto-dialer makes the call (outbound campaigns), or when the agent receives an interaction (inbound campaigns).

Reporting

Management reports were designed according to the requirements of the process. There was an emphasis on real-time supervision and monitoring to detect opportunities for improvement in each of the interactions.

The results

Thanks to the technology and guidance of inConcert, UTEL established their own omnichannel contact center, integrating all the required business processes.

In 18 months, UTEL's contact center grew by 55 positions. It currently operates with 260 workstations, exceeding its original growth target by 180%.

In terms of customer satisfaction, UTEL is currently positioned at 8 on a scale of 1 to 10, according to quality surveys. Although there is room for improvement, the NPS was increased by 2 points.

50%

increase
in sales

20%

NPS improvement

180%

growth
in operations

180%

growth
in operations

Next steps

The contact center is operating and achieving very good results for the company. The next phase of the project will focus on optimizing processes and maximizing technological tools to achieve greater efficiency and an excellent Customer Experience.

During the first year, sales increased by 50%.
Destacado
During the first year, sales increased by 50%.

UTEL

The Universidad Tecnológica Latinoamericana (UTEL) online is an educational institution that provides online study programs at preparatory, bachelor's, master’s, and doctoral levels, as well as diplomas, courses, business simulators and certificates.

UTEL develop and take advantage of resources and generational technological advancements of integrated solutions that optimize the teaching-learning process in an efficient and productive way and have the experience of researchers and professionals focused on the educational market and with the objective of helping the improvement of education in Mexico and Latin America.

  •  
    Sector: Education
     
  •  
    Positions: 344
     
  •  
    Operations: Mexico
    (+12 countries in the Americas)