One of the leading online universities in the Americas consolidated its omnichannel contact center strategy integrating sales, digital, marketing automation, CRM, customer service and collections campaigns thanks to Inconcert technology.
Attention capacity growth
Sales on the goal
Improve NPS
from Latin America
With a focus on consolidating the business, Inconcert worked with UTEL, first formalizing the sales campaign. Manual marking was implemented as a pilot test. Once the processes were defined, the sales campaign was automated with progressive marking.
They were developed forms for typification of fully integrated calls to the platform, using the web application development tool.
When the sales contact center was up and running, a Pre-care IVR. Several customer service campaigns were also launched, including the Webchat as a new contact channel, integrated omnichannel into the contact center.
In addition, satisfaction surveys were carried out to evaluate the quality of service provided to users.
Finally, the automated collection campaigns with progressive marking.
Both customer service and sales campaigns were integrated with the CRM used by UTEL.
This allowed screen pop-ups to be configured in the CRM, which present the agent with relevant customer information, previously uploaded. The pop-up is displayed when the automatic dialer makes the call (outbound campaigns), or when the agent receives an interaction (inbound campaigns).
Management reports were designed to meet the requirements of the process. Emphasis was placed on real-time monitoring and monitoring to detect opportunities for improvement in each of the activities involved.
With Inconcert, we have consolidated a contact center, fully aligned with institutional strategies and where the support of the professional team and technological tools have made the operation easy and 100% manageable. - Florencio Cueto Barojas Information Technology Coordinator, UTEL
