Case Study - Call Center Cost Reduction

Marketing Manager Chooses Biz-Tech Software Three Times in a Row

Donny Sakr worked with a number of real estate and financial companies, setting up small call centers for his employers and clients. In each case, he needed to implement a multi-step marketing and sales process which included:

1. Cold Calling for appointments from a selected list.
2. Confirmation and allocation of selected appointments to sales staff
3. Monitoring the results of allocated appointments
4. Following sales through to settlement.

One of the challenges he faced is keeping his staff motivated. Which means setting KPIs and paying the staff by results. Tracking number of calls per hour, conversion and closure rates was all important for the success of his projects.

Next, he needed a computer system to manage his database. As he was already familiar with ACT!, he considered using it for telemarketing. It was simple to customize, but he could not measure productivity with ACT!. He also considered purchasing a full-blown call center system with predictive dialing, scripting and all bells and whistles, but doubted potential productivity gains would justify a $100K+ price tag.

This is when he found Biz-Tech Software. Working with us, he created a customized system which:

• Produces the KPI’s that allows him to make informed decisions on personnel, lists, demographics and results.
• Has the flexibility for him to make changes without needing any knowledge of programming or relying on programming support staff.
• Reduce his costs on implementation and migration of critical data.

The system has allowed him to create many reports on each stage of the selling process. With the privileging module Donny can allocate records to his call centre staff review, monitor their results and provide feedback to improve their performance

Being able to customize the program himself allowed him to save valuable time and money in explaining the intricacies of his business to a team of software developers. But the Biz-Tech team was always available to help and also programmed several custom extensions.

"Since discovering Simply Contacts database my call centre has increased appointments by 33%, more importantly it has allowed me to monitor and control what sometimes seemed an uncontrollable part of this business. Hat’s off to this software and the support team at biz tech software. " Donny Sakr, Equiti Group, Australia Phone: 61(0) 2 9635 4722 Email: Web: www.equiti.com.au

Donny also voted for our software with his dollar, installing our system for three of the companies he worked with.

See some screens of his call center systems.