UTEL's Contact Center increases its service capacity by 180%.


The company

Universidad Tecnológica Latinoamericana (UTEL) Online is an educational institution that provides online study programs for high school, bachelor's, master's and doctoral degrees, as well as diploma programs, courses, business simulators, and certifications.

UTEL develops and takes advantage of resources and technologies to generate integral solutions that optimize the teaching-learning process in an efficient and productive way. UTEL draws on the experience of researchers and professionals focused on the educational market and with the clear mission of collaborating in the improvement of education in Mexico and Latin America.


The challenge

Consolidate and run the contact center according to best practices

Within a general process design, UTEL established as an objective the creation of a contact center according to the best industry practices, from where commercial strategies could be carried out.

They were looking for a solution that would offer all the functionalities of a contact center but would not require a very high initial capital investment. They needed to ensure a gradual growth that would go hand in hand with their commercial achievements.

During the entire implementation process, and because these were new processes, they required the support of a team of professionals to accompany them throughout the implementation, advising them on the industry's best practices.

The solution

To help strengthen the business, the first campaign we sought to formalize in the contact center was sales-related.

In the first instance, manual dialing was implemented as a pilot test to help consolidate the established processes. Once the processes were defined, the sales campaign was automated with progressive dialing.

Forms for call typing were developed and fully integrated to the platform, using the web application development tool.

Once the contact center was up and running with the outbound sales pipeline, a pre-service IVR and several customer service campaigns were implemented, including the use of multi-channel web chat.

Finally, automated collection campaigns with progressive dialing were implemented.

Both customer service and outbound campaigns were integrated with Sugar CRM. CRM screen-popups were configured, presenting the agent with previously uploaded relevant customer information, either at the moment the autodialer makes the call in the case of outbound campaigns, or at the moment the agent receives a communication from the customer in inbound campaigns.

In addition, management reports were designed to meet the requirements of the process and great emphasis was placed on supervision and monitoring in real time to detect opportunities for improvement in each of the activities involved.


The results

Implementation of a functionally complete contact center. The main result of this first phase for UTEL was the consolidation of a contact center and all the related processes.

Within a year and a half, it was possible to launch the center, expand it by 55 positions, and finally have 260 workstations in operation, surpassing the original goal by 180%.

Thanks to the strategies defined by the institution and the functional and technological tools provided by inConcert, sales in the first year have exceeded the original plan's objectives by 50%.

In terms of customer satisfaction and according to data provided by quality surveys on customer service, UTEL is currently positioned at 8 on a scale of 1 to 10, confirming that although there are areas of opportunity for improvement, UTEL's outstanding customer service is on the right track.

The contact center is operational and achieving excellent results for the company. The next phase of the project will focus on optimizing processes, concentrating on maximizing the use of technological tools in order to be more efficient and obtain a greater customer experience with the institution.


Let’s hear from
the people involved.

"With inConcert we have built a contact center, fully aligned with institutional strategies and where the support of the professional team and technological tools have made operations seamless and 100% manageable."

Florencio Cueto Barojas,
IT Coordinator, UTEL