Results Companies Inc. selects Virtual Observer to rapidly create better trained customer service agents
Results Companies, Inc. is a global firm providing outsourced call center services. They started out 18 years ago as a privately held company with a predictive dialer product. As they ended up working more and more with telemarketing agents on an outbound basis, they eventually grew to offer both inbound and outbound call center services. Results Companies now has a “best of breed” product used by front line managers of call centers, helping them produce better trained agents.
In the call center solutions market, finding the right vendor can be a daunting process when your investment will eventually integrate with your existing solutions. This is exactly the scenario which faced Results Companies, Inc. last fall when they set out to select a call recording and quality assurance vendor. They needed a solid solution with robust features which would not only scale with their aggressive growth plans, but also would compliment their outsourced call center offerings.
Results Companies, Inc. also planned to use the features of the call recording and quality monitoring system as a marketing differentiator. Using the quality assurance tools of the new system would enable them to not only handle customers’ inbound and outbound phone traffic, but it would allow them to evaluate the performance of each interaction and provide targeted training back to the agents.
Results Companies looked at a few different call recording systems and eventually chose Virtual Observer (VO) by Coordinated Systems, Inc (CSI).
“We were looking for a call recording and quality monitoring solution that our team would be comfortable with,” said Alec Brecker, Chief Operations Office at Results Companies. “Virtual Observer offered everything we wanted to do at an attractive economic value. We wanted something that would be easy to use, so as we scaled up, it would be something that wouldn’t hinder our growth.”
Alec added that “We looked at several of the larger, well-known companies, and VO was the product with the most features for the value, especially value to price. We wanted to work with a company the size of Coordinated Systems, so we could be an influencer in a product that will assist our organization in producing the highest level of quality. We’d like to see them grow with us..”
“We’re really excited to work with a company of Results Companies’ size and growth”, says Dan McGrail, CSI’s Vice President of Product Development. “Even though Results has multiple locations ranging from 50 to 150 seats, it’s really one big flat VoIP network of 500 seats and growing,” Dan added.
The initial project saw 2 Virtual Observer (VO) recording servers deployed in Results Companies’ centralized data center that services 500-seats across multiple call centers utilizing Avaya’s S8700 VoIP platform. The VO Quality Assurance and Optimizations modules, including live desktop, are being enabled and scaled as Results Companies’ aggressive growth strategy is executed.
“We started out with VO by training the managers on the floor,” Alec said regarding the implementation process. “We were rapidly getting our QA people up to speed in about 4 or 5 centers. We’ll make the entire organization aware of the quality initiatives as part of a total performance management system, resulting in a greater overall agent experience.”
Dan McGrail stated that “Virtual Observer is logging 15,000 calls per day across 500 seats in a single VoIP solution, with value-added QA functions as well as capturing screen activity, CTI (Avaya AES) integration. This really makes the case of Virtual Observer as an alternative to the top 3 or 4 recording vendors. We’ve already added another 500 seats to bring the current total to 1000 seats, which in the next few weeks will be capturing over 1 million calls per month. This is just the tip of the iceberg as the project was planned from the beginning to scale well over 3000 seats in the first year alone.”
“Economic value worked well as part of the evolution of Results Group. The choice of Virtual Observer was instrumental because of its’ simplicity and ease of use,” Alec added, “especially as we keep growing and adding more people.”
Results Companies also offers an educational service titled “Results University”, focusing on complete workforce quality training for the agent, and Virtual Observer will be used to record calls and provide training material to the agents via the E-learning module. Results Companies can then come in, train and teach you, and VO will deliver training material directly to the agent desktop.
Virtual Observer is known for allowing customers to “Start Small and Think Big”, whereby a smaller center can install a basic system and add features as they need them, and a larger center, such as Results Companies, can implement the entire robust solution across the board, enterprise-wide. The typical size of a Results Companies customer is around 150 seats in rural geographies. Using Virtual Observer, Results Companies can offer these smaller centers the ability to “think big” and gain the benefit of an enterprise-scale quality initiative.
Virtual Observer supports a large variety of Analog, Digital and VoIP phone systems: Cisco, Avaya, 3COM, Siemens, Nortel, Mitel, as well as any SIP-enabled VoIP systems.
Coordinated Systems, Inc. (CSI) has been in business since 1972. CSI employs a “Start Small, Think Big” philosophy that allows call centers to use a phased approach and still receive a high impact return on investment when implementing VoIP call recording and quality monitoring technology.