Contacto Inteligente positions itself as a leading BPO and wins excellence award with inConcert

Thanks to inConcert's omnichannel solutions and its ability to integrate with management applications, Contacto Inteligente improved their productivity at their operations and managed to diversify its contact strategies based on Business Intelligence.

Sector
BPO
Operations
Perú

12%

increased
contactability rate

37%

more contact
center positions

1º

Award for "Best Outsourced Contact Center Operation"

12%

increased
contactability rate

37%

more contact
center positions

1º

Award for "Best Outsourced Contact Center Operation"

12%

increased
contactability rate

37%

more contact
center positions

1º

Award for "Best Outsourced Contact Center Operation"

Let’s hear from the protagonists

"The best solution that inConcert has given us since the beginning of the business relationship is the flexibility and openness. They had to understand our company's need to integrate the Contact Center solution with our contact management CRM solution and intelligence tools.

Thanks to this flexibility and constant adaptation to our business needs, we have forged a two-way relationship trust over the years, which is a crucial ally for the growth of the company."

Raúl Vizcarra,
Business Intelligence Manager
Contacto Inteligente

Features

Automatic Dialing
API Integrations
Reports
Recording

Solutions

InConcert Omnichannel
Contact Center

Features

Automatic Dialing
API Integrations
Reports
Recording

Solutions

InConcert Omnichannel
Contact Center

The challenge

According to its work philosophy, Contacto Inteligente required an omnichannel Contact Center platform, flexible to the demand, which would allow it to renew itself according to the market needs, improve productivity ratios and enable integration with its own contact management and business intelligence applications.

Their main objectives were:

Improve contactability and productivity ratios: Due to the market demand regarding the penetration of telemarketing services, Contacto Inteligente wanted to offer an optimized service with high contactability ratios and competitive productivity levels.
Extract, integrate and consolidate data for analysis and decision making: The main challenge was focused on enhancing contact center services with their own CRM and business intelligence solutions. Due to the relevance of data intelligence in the business as an added value for their customers, it was essential that management tools and applications allowed the traceability of each interaction. And at the same time, that this data must be fed back from the knowledge provided by Business Intelligence and CRM.
Managing growth and profitability: The company required proper management of growth, profitability control, quality assurance in each of the services and continuous improvement of these.

Improve contactability and productivity ratios

Improve contactability and productivity ratios

Solution

inConcert provided the technology and advice to execute contactability strategies based on Business Intelligence (BI)

The main solutions implemented were:

Optimized automatic dialing

Progressive and predictive dialing were set, automating outbound calls to optimize agent times.
The business rules and dialing strategies were based on the knowledge provided by the company's Business Intelligence tools. This made it possible to improve the dialing rules and apply them differentially according to specific contact segments.

Integration with CRM and Business Intelligence tools

Each campaign was integrated into the Smart Contact CRM solution. When the agent processes an incoming or outgoing interaction, the Screen Pop-up of this management application with relevant contact information is triggered.
All the management with the client is carried out from the CRM, which allows with valuable information both solutions.
Finally, the traceability of each interaction and other operational data is available, so that they are taken by BI tools and transformed into valuable information for the business.

Measurement and monitoring of indicators

Real-time monitoring tools were implemented with online information on the productivity and service quality indicators necessary for operational control.
In the same way, it is possible to retrieve and listen to recordings and access historical and statistical reports with operational, management and profitability information, oriented to supervision and senior management.

Award-winning case

Thanks to the omnichannel service solution implemented with inConcert for one of the most important telecommunications companies in Peru, Contacto Inteligente won the award for "Best Outsourced Contact Center Operation" granted by the Peruvian Association of Contact Centers (APECCO).

The results

The integration of contact center functionalities with business intelligence tools has contributed to a noticeable improvement in its operation.

12%

increased
contactability rate

37%

Increase in the
volume of positions

Among the results achieved, the following stand out:

The volume of positions increased by 37%.
The contactability ratio increased by 12%.
New services such as auditing and quality were created towards other Contact Center companies, thus contributing to the company's strategy of diversification of services.
Contacto Inteligente has managed to remain the last years as the main product placement channel for two of the main financial institutions in Peru and for the leading company in the insurance market at the local level.

Contacto Inteligente has managed to remain in recent years as one of the leading BPO companies in Peru.