On-Demand Virtual Call Center Boosts Agent Productivity and Improves Service Quality

Summary

Xzilerating Connexions is a leading provider of customer care, sales, and business processing outsourcing. An entirely US based and operated company, Xzilerating Connexions is always looking for innovative ways to stay ahead of the competition. The company recently reduced expenses and improved agent productivity by replacing separate inbound and outbound hosted calling solutions with OnState’s On-Demand Virtual Call Center service.

The Challenge

Today’s outsourcing market is highly competitive. To succeed outsourcers must deliver superior service while minimizing costs and optimizing agent productivity. Xzilerating Connexions was using independent inbound and outbound hosted call center solutions in their North Carolina contact center. This silo-based approach was expensive and inefficient. The company was paying for two separate services and had no way to balance inbound and outbound calls. Service levels and agent productivity were suffering. Company CEO Nelson Davis sought to improve service, increase efficiency and reduce costs by moving to a unified on-demand call center service.

The Solution

After evaluating several potential solutions Davis selected OnState’s On-Demand Virtual Call Center platform. “OnState offered all the features and benefits of a state-of-the-art call center solution at a fraction of the price of alternative offerings” says Davis. OnState’s blended calling capability efficiently weaves inbound and outbound calling functions allowing Xzilerating Connexions to increase agent productivity and boost service levels. OnState's unique business presence capabilities improve customer satisfaction and increase call center efficiency by connecting callers to the right agent at the right time. The new solution has allowed Davis to cut monthly service costs by 30% over the previous hosted call center solution. The company enjoys additional cost savings by exploiting Skype for low cost long distance calling. With Skype Davis can leverage home-based agents for after-hour operations and business continuity as well.

Xzilerating Connexions also used OnState to introduce new live chat capabilities. The company's clients can improve customer satisfaction and reduce Web site abandonment by adding click-to-chat links to electronic storefronts and Web sites.

With OnState, Xzilerating Connexions enjoys all the convenience and flexibility of an on-demand service. Deployment was a snap. The entire operation was up and running in less than two hours. And since new agents can be activated in a matter of minutes the company can quickly respond to urgent business opportunities and last-minute campaigns.

Davis also enjoys the future-proof nature of the OnState solution. “OnState is constantly making strategic partnerships with other companies allowing us to expand our technologies. OnState’s recent partnership with Yuuguu, for example, enables us to deliver screen sharing capabilities.”

About Xzilerating Connexions

Xzilerating Connexions is a leading provider of inbound/outbound customer care, inbound/outbound sales, and business processing outsourcing. The entirely US based and operated company provides a wide array of both inbound and outbound services for both business-to-business and business-to-consumer clients in the media, print, entertainment, retail, e-tail, e-commerce, financial, transportation, real-estate, and telecom industries among others. Xzilerating Connexions believes in not only being your teleservice vendor, but an extension of your operation and growing with you and your company. Xzilerating Connexions respective department heads all have deep experience in the call center operations industry and in the area of their departmental duties.