Case Studies
Home / Case Studies / Real Time Call Information - Case Study
DownloadOur Brochures 
View OurProduct Demos
Read OurCase Studies
Real Time Call Information - Case Study
Real Time Call Information
This leading worldwide Advertising Agency previously relied on third party call centres to provide daily reports on calls received from marketing numbers. Their main issue was having to rely on the outsourced call centre to provided limited reporting, often 24 hours after the calls had been received. The call centre’s local reporting was also unable to report accurately on busy tones and abandon rates from network level queues. They were not getting an accurate picture of campaign response, especially during large spikes of calls relating to DRTV advertising.
Automated Telecoms worked with the Agency to provide real time call information directly to their desktop PCs. We implemented a Virtual Wall Board which displayed the quantity of calls for a given campaign and would immediately highlight any issues in call flow, such as busy tones, unanswered calls and abandoned calls. We also provided a number of Real Time Stats applications, to enable the Agency to track call volumes – displaying call spikes in real time, updated every three seconds. We also ensured this information could be delivered to iPhones for remote tracking.
Through these new applications, the Agency is able to monitor multiple campaigns in real time and gather vital feedback that can be fed on to the third party call centre and ensure that agents are available to answer calls. We also re-badged the Real Time Stats application with the Advertising Agency’s logo so they opened up the information directly to their third party clients, generating significant value and a new revenue stream for the Agency. The Agency now actively promotes Real Time Stats to help win new business.
In summary, the dual solution of Wall Board and Real Time Stats has ensured the Agency now has real time visibility of all calls generated by their marketing campaigns and keeps the outsourced call centre on their toes ! By re-branding the interface, the Agency has greatly benefited in terms of perceived value from their own third party clients, whilst helping to generate new revenue streams. Automated Telecoms now works with this agency on multiple above and below the line marketing campaigns.
‘Virtual Wall Board and Real Time Stats deliver the call information and feedback we need to track all our marketing activity in real time. We love it... and so do our clients !’
Please contact Automated Telecoms for a full Case Study with customer contact details.
