Teleservices Firm Records 200,000 Calls Per Day With Proven Scalability, Security and Flexibility
The Results Companies leverages workforce optimization solutions across their global Avaya landscape to capture and analyze as many as 200,000 customer interactions per day.
East Hartford, CT — The Results Companies, a business process outsourcer (BPO and Teleservices firm, was recently awarded the “Fastest Growing BPO Company of the Year” in the Philippines by ICT. Since 1990, The Results Companies has experienced phenomenal success, adding clients and implementing award-winning customer management solutions for Fortune 500 and Boutique Partners. By offering tangible evidence of value and a successful company culture, growth has been fueled organically and inorganically. Growth has been significant and continuous for the now mid-size player. One of the challenges with rapid growth, of course, is making sure your technology infrastructure can keep up, especially when that technology encompasses your quality assurance initiatives.
The Results Companies currently operate their main data center in Atlanta, Georgia. The massively global, highly scalable operation runs an Avaya Aura telephony platform across 13+ locations in the Philippines, Mexico and the United States. The call centers see a surging call volume, and in order to turn those calls into quantifiable, qualitative events, they had to implement a wide-ranging, highly scalable call recording technology which would keep pace with the rapid growth.
After a thorough search, the Results Companies deployed CSI’s Virtual Observer for workforce optimization across their Avaya landscape. CSI was chosen based on overall value to price and the flexibility a small, yet responsive company like CSI can provide. The biggest challenge the Results Companies needed to overcome through the years is keeping the entire Virtual Observer environment growing along with their own growing business needs. To this day, even during peak business times, they rarely have to wait more than a few minutes for a call recording to be processed and available for playback, even as their 200,000 calls per day flows through the process. Virtual Observer had proven scalability to meet the challenge.
“Of course, there have been some recent issues that we have overcome. With their call volume, it was taking almost 20 hours to purge a days’ worth of the oldest recordings from the online storage. We were on the verge of not being able to delete them as fast as they were coming in. We worked together and analyzed the SQL and improved the performance by more than 50%. The system can now perform the necessary purge in less than 8 hours,” offered Vic Favara, a technical systems analyst for CSI. “They’ve virtualized much of the environment and have also customized the DMCC recording services to a degree unlike anything else the market has to offer,” added Brian Yarab, IT administrator for the Results Companies.
“CSI has responded to every request we have made over the years in a timely manner to accommodate all of our needs as a growing company,” added Yarab. “Expectations are higher than ever. Being able to pull and listen to any recording by any call center agent has helped our trainers to constantly evaluate and improve on our customer service skills.”
Yarab also went on to create a list of the top four reasons they have strong faith in Virtual Observer as a highly secure platform: 1) The calls are automatically encrypted. 2) We have the ability to control who can see what recordings. This is important in a multi-client environment. 3) The overall architecture of VO accounts for the occasional hardware or other such failures allowing us time to recover until we can get back to normal operations.
On The Results Companies’ website, they describe VO and use the technology as a part of their solution set for new and existing clients: Sophisticated call recording is more critical today than ever due to increased legal requirements, security concerns and training needs. The Results Companies utilizes Virtual Observer from Coordinated Systems, Inc. (CSI) for our digitized recording and quality monitoring solution. Virtual Observer is a solution that allows for the capturing of voice and screen on 100% of calls. Digitized recording of calls provides vital information for supervisors and representatives to evaluate their interactions with customers thereby providing valuable feedback for continual improvement in customer care. “We have been very successful using VO as our platform. We have been using VO for over 8 years now and CSI as a company has been there for us every step of the way,” stated Yarab.
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 the Results Companies:
For more than 20 years, The Results Companies has served as a premier global customer solutions provider for Fortune 500 companies. With over 7,000 employees in 15 near shore, off shore and domestic customer contact centers, The Results Companies’ expertise extends beyond call centers. We’re experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our clients. Visit TheResultsCompanies.com to learn more.