modify the standard Amcat software solution to take advantage of and integrate
closely with their in-house SQL Server database. • Have the vision and scope to ...
Amcat Success Story Advanced Telemarketing Services Financial Services: Mortgage Advanced Telemarketing Services Improves Contact Center Profitability With Amcat When Patricia Sullivan, administrator for Advanced Telemarketing Services (ATS), a contact center for the mortgage industry, was looking to increase her company’s lead quota and reduce agent training time, she knew her vendor of choice must meet several key requirements. The supplier must:
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Take the time and effort to understand ATS’s complex business model
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Have the solution flexibility and professional services capability to modify the standard Amcat software solution to take advantage of and integrate closely with their in-house SQL Server database
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Have the vision and scope to offer additional solutions including inbound and multi-media contact as the company grows
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Have a proven track record within the financial services industry
Her initial research led her to Amcat.
Selecting the Right Vendor The outdated contact center system Sullivan’s four-year-old company was using prior to the Amcat solution just wasn’t meeting minimum requirements. Without proper controls and three-way transfer ability, Sullivan knew her team of 20 agents would not be FTC compliant and was losing mortgage-lending leads.
Amcat’s Professional Services for SQL Server Integration Meets the Challenge Additionally, ATS was formulating a new innovative strategy for mortgage lead generation that would require the contact center supplier to implement a customized solution that leveraged her SQL database. ATS supports several mortgage companies and ATS’s new strategy looked to create a solution where lead information is dynamically shared between Telemarketing Sales Representatives (TSRs) and loan officers via the SQL Server database. ATS required a supplier who thoroughly understood SQL Server, would research business needs and provide the know-how and professional services creativity to fulfill the ATS vision. Knowing that ATS plans to grow the company to include an inbound offering in the future, Sullivan also needed a partner with a comprehensive inbound/outbound and blended multi-media product line. Amcat met Sullivan’s every need.
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Results … What It’s All About With the Amcat solution up and running smoothly, Advanced Telemarketing Services has seen immediate profitability improvements. Sullivan’s lead quotas have increased 25 percent because of the integration between contact center agent and loan officer. Advanced Telemarketing Services’ agent training has also been cut by 80 percent. With all scripting and prospect objections prominently displayed on the agent’s computer desktop, Sullivan can quickly tell whether an agent is getting his or her job done. The Amcat system is proving to be extremely easy to train on and use. Added Sullivan, “With two hours training on the Amcat system, our TSR’s are ready to go.”
Taking an Innovative Approach to Lead Generation Sullivan needed her contact center software partner to develop a special SQL database solution that would interact with the Amcat Contact Center. The integrated solution would give agents and loan officers alike access to the same forms and data and have the ability to transfer prospect calls as well as all data gathered in the conversation via direct transfer. And, because administrative errors run high in many loan officer worksheets, Sullivan needed a worksheet developed that resided on her servers and was interactive for both the agent and loan officer. Sullivan’s ideas were definitely an innovative approach to lending. After speaking with several mortgage companies using Amcat, Sullivan was confident that Amcat’s development team had the expertise and the SQL Server knowledge to execute her project.
Maintaining World-Class Customer Service Standards The Amcat team began work on ATS and the project proved to be challenging because of the special programming and the innovative business model. Because Amcat takes on problems professionally and personally, Amcat sent a senior technical team to California to more effectively and efficiently expedite the project. After being onsite, the database forms and reporting features were functioning correctly, and the Amcat team had turned a concerned customer into an Amcat believer. “Amcat really lived up to our expectations,” said Sullivan. “We had some issues at the start, but the development team has really gone the distance for us. We bought Amcat because we felt it was a strong company that would stand behind its products, and we were right. Amcat did stand behind its software, and we are grateful for all the assistance.” Sullivan continued, “ Sometimes if you have a lot of issues, suppliers just want you to go away. When it really came right down to it, Amcat came through for us.”
Amcat’s Commitment to Service Excellence The Amcat Customer Care team is dedicated to going the distance for their customers. They work hard to ensure that all customer needs are met in a timely and efficient manner and on a consistent basis. Whatever the need — solving complex support issues, communicating effectively with customers... to deploying a team onsite — Amcat is committed to world-class customer service.
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Contact Amcat Learn more. Call: In North America: 800-364-5518, In the UK, +44 (0) 800 169 2028. e-mail ...
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