Education

Business Challenge:

With a new online resource tool for students to identify college curriculums and locations, this client was looking to dramatically increase revenue by engaging an outsource service provider with a team of tele-professionals. With over 3 million hits per month to the website, the service provider needed to be scalable and flexible to maximize student requests.

Solution:

Leveraging the client's internal systems for search and customer placement potential, D2MSS piloted the strategy with two tele-professionals in a 2007 pilot and grew to over 100 tele-professionals operating three shifts, 6 days a week.

Results:

  • Provided client with key benchmarks and contact center expertise to leverage internally
  • Generated leads in excess of 3 per hour per agent, providing a positive ROI
  • Established a complete outsource solution and staff extension
  • Assisted in designing and building the client’s own internal call center