Telesales call analytics redefined

The customer

Enable Media are a large outbound telesales operation based in Stockton-on-Tees in the north-east of England, offering internet advertising solutions across a variety of large, well known brands such as Scoot, TouchLocal, 118 118, The Independent, The Sun and Local Mole.

Enable Media are rapidly realising their ambition of becoming a flagship company in the north-east, with significant plans to expand its operations and its sales team.

Enable Media are part of the TouchLocal group headquartered in London.

The requirement

"As a rapidly growing call centre with a number of high-profile and fast-moving customers, we really need to track the daily activity of our telesales staff; not in a 'Big Brother' way, but more to assist the sales staff and management with different problems." comments Dan Lawson, Call Centre Director at Enable Media.

Lawson adds, "The sorts of questions we face every day are 'who is spending too much time phoning numbers that are not going anywhere?', 'Is this a training issue?', 'Do we need more direct leads?'"

"It was clear that TIM Enterprise could help us address these questions and a lot more besides."

The solution

"Touch Local were already a user of TIM Enterprise, and we were more than happy to accept their recommendation to extend its use to Enable Media rather than install a stand-alone call logger. TIM Enterprise gave us a more cost effective and centralised solution."

"As a new deployment, the installation was very swift. It is running on a Cisco Unified Communications Manager system and the level of integration has proved invaluable, offering us visibility of calling statistics and sales performance that we otherwise just couldn't have obtained."

"Training has been gradual and most members of staff have found it very intuitive. We don't rely on any documentation, and have still managed to find our way around the product quickly and productively. This is of great significance as we are rapidly expanding the team and can't spend disproportionate amounts of time on training."

The benefits

"In addition to giving us the vital outbound calling statistics we require, TIM Enterprise allows fully customisable display boards to be quickly created and deployed. This means we get near real-time sales performance monitoring."

"It has certainly increased call volumes, and we saw an immediate upturn in sales as well. It has worked as a mentoring tool as well, a sales coach can immediately see if a staff member is struggling to get through to the decision maker"

"We have also used the display boards to show sales information using the web features to display live sales information such 'who made the last sale?', 'who is currently top sales person of the day?'"

"We have developed a 'Sky Sports' style ticker along the bottom for organisation wide notices. Individual leaderboards have also been created that analyse the different teams in the floor and provide clear and rapid visual cues for management."

Altogether, TIM Enterprise has become a crucial tool in our sales success and operational effectiveness.

The future

We are expanding the sales force rapidly out to other buildings in close proximity, and hope to use TIM Enterprise to link everything together. We anticipate that call recording will be of great value to us and are also considering closer integration with our CRM system.

We have found Tri-Line to be a flexible and capable partner and look forward to working on these and other important requirements in the future.

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Case details

CompanyTouchLocal / Enable Media
SectorServices
ProductTIM Enterprise
PBXCisco Call Manager
Extensions100
Sites2

Related links

TouchLocal