BlueCalls provides lead generation and contact center services for real estate, health insurance, and transportation companies in the APAC region.
A dedicated team of 20 agents works every day to handle cold-calling and customer service duties for their clients — and to do it efficiently.
Challenges
#1 Mobile calls did not go through
At some point, the previous vendor was no longer able to provide an international mobile connection for BlueCalls, and this resulted in them losing clients. Mae Igot, a supervisor, tells the story: “We started calling at 10 a.m., and around 3 p.m., connection losses began. Soon, we couldn’t call mobile numbers at all”.
#2 Managing employees with different skill sets
“The most difficult part for me was handling the employees, as everyone has different attitudes and characters.”
As Mae did not have an effective set of tools to collect and analyze the team’s performance data, she had to micromanage every agent in order to understand the team’s capability. This led to inefficient coaching and performance review processes.
#3 Slow and complicated calling
“Using any other dialing solution would require a lot of clicks for you to successfully make a call”
Without click-to-call, AI dialers and other time-saving features from advanced contact center software, the BlueCalls team was losing too much time on routine tasks. They needed a way to optimize outbound calling efficiency and boost the productivity of their team.
Enter Voiso
#1 Stable connection and local numbers
“In just one day, Voiso set up routing for international calls that would work without technical failures. If we had any questions, getting a swift reply from their support team was never a problem.”
Voiso’s team of dedicated engineers fixed BlueCalls’ problem with call terminations on Singapore mobile numbers on the very first day. With access to phone numbers in 130+ countries, a pool of Tier 1 telecom providers and global infrastructure that includes a data center in the APAC region, the task was made simple.
#2 Dashboards to monitor and drive performance
Organizing a productive workflow can be difficult without actionable data on agents’ performance. People are hard to manage, especially if we’re talking about a team of specialists with different backgrounds working in the challenging environment of an outsource contact center. Mae loved our solution for this problem:
“With Voiso’s Real-time Dashboard, monitoring agents’ performance and managing their capacity became much easier for me.”
Voiso’s Real-time Dashboards are comprised of a set of widgets that you can customize to track your own KPIs: average wait time, talk time, effective answer score or any other contact center metric imaginable — we’ve got you covered.
#3 AI Dialers and Smart Automation
Automation of the dialing process provides a great advantage for teams that need to optimize the time their agents spend on marketing and sales operations. For BlueCalls, using Voiso’s AI Predictive dialer was a game changer — and the campaign setup was really simple.
“With Voiso, we only need to make one click after uploading the calling list. Now we can conduct more calls and stop wasting agents’ time on actual dialing. Automating the process has really improved our performance.”
Voiso’s AI Predictive Dialer uses AI to analyze historical and real-time data for optimal outbound calling performance.
