Teleservices Company Leverages Workforce Optimization Technology to Help Reach Call Center Performance Goals

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East Hartford based Coordinated Systems, Inc. helps Trident Marketing embrace rapid growth in their call center by providing a user-friendly call recording and workforce optimization solution at a lower cost of ownership.

Trident Marketing

Trident Marketing

VO was a right-sized solution for us. We use VO to prove that we provided (or in some cases did not) the necessary information for the customer to make an informed decision

The team at Trident Marketing have been in business for over 20 years, building upon a simple mantra of “envision, achieve and enjoy” to create a high-growth direct response sales company. Now staffed with 400 people and counting, Trident is recognized as a national direct marketing powerhouse, while staying locally focused in Moore County, North Carolina.

Seeing a surge in overall talk time and call volume (10,000+ calls hitting the building each day), Trident’s call center has added staff and call handling capabilities to help handle the increased lead flow. This helped identify a need to implement a call monitoring system to assist in training the new staff.

Trident’s contact center agents are diverse in their skill sets, managing accounts which include all kinds of services and products. Their customer service and quality assurance agents handle calls relative to the installation of the product, shipping, and follow up with the customer to assure satisfaction. Training these agents and sharpening their skills is of the utmost importance to management.

With a surging call volume and a multi-skill environment, it was critical to improve the toolset used for training and quality assurance. Never afraid to invest in technology which offers tremendous value and low cost of ownership, the Trident team looked high and low for the perfect fit in terms of feature set and budget.

Trident eventually discovered Virtual Observer, an emerging call recording and quality monitoring solution which “was a right-sized solution for us. We use VO to prove that we provided (or in some cases did not) the necessary information for the customer to make an informed decision. In addition, we monitor all points of a call from beginning to end, customer service and quality control to make sure the RFT (required follow-throughs) have been completed,” said Brandon Brown, CIO for Trident.

Trident also uses Virtual Observer to analyze various compliance categories (knowing the current offer, positioning the product correctly, complying with terms and conditions, accuracy of pricing, etc) and to find specific call types. Critical benefits realized by Virtual Observer include being able to retain call sensitive data, like DNIS, ANI, Agent and timestamps for when the recording occurred.

The value proposition presented by Virtual Observer, in terms of both functionality and price, make it a leading contender in the contact center space. “We would definitely recommend the solution to other marketing organizations out there!” added Brown. Asked about what differentiates Trident from their competition, Brown replied with “We utilize predictive analytics to model churn and predict appropriate additional products to sell to the consumer. Technology like Virtual Observer is also a vital part of Trident’s success.

About CSI
Coordinated Systems, Inc., (CSI), enjoying our 40th year in business, has thrived on building high-quality, long-term relationships with customers and partners. CSI’s flagship product, Virtual Observer (VO), is a call recording and workforce optimization solution for contact centers. VO supports Avaya, Cisco, NEC, Mitel, ShoreTel and many other leading phone systems. VO provides an extremely high value to price and tremendous customer satisfaction.

About Trident Marketing
Trident Marketing is built on a foundation of exciting, innovative people that aren’t confined or restricted in their method and outlook. At Trident Marketing, we think beyond the ordinary to achieve the extraordinary with a fun and innovative culture. We utilize our unique expertise in effective marketing, technology, sales and customer service. Trident Marketing is a progressive, creative environment that provides the perfect canvas for intelligent, passionate people to build a career and excel. Built on integrity, fueled by innovation and focused on the future, Trident Marketing is a company on the move.

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Media Contact for CSI:
Rich Marcia
Marketing Director
Coordinated Systems, Inc.

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