TM System is a Spanish telemarketing company based in Granada employing a variable number of around 50 people.
Call Centre with limitations
Before adopting Altitude Software technology, TM System depended on CRM – Costumer Relationship Management – customized applications running on Unix.
Carmen Sevilla, TM System Managing Director, states "the limitations were obvious as our agents spent too much time with administrative chores which reduced their availability for the main task: sales". Since about five years ago, TM System became more and more aware that what really matters in a Call Centre is to have a greater control of its application and operational platform, enabling the agents to invest their time in truly important tasks and getting the agents to feel comfortable with the tools. So, TM System decided to seek out new solutions for its contact centre.
"In addition, we had set business growth goals, expanding our services offering not only to companies based in Granada but also to companies outside the province, given our experience and our proven management capabilities", Carmen Sevilla adds.
It wasn’t difficult to choose the solution proposed by Altitude Software. Tough it wasn’t the most cost-effective; it was the one that best fit our present and future needs and allowed a swifter and more dynamic, thus safer, control of the platform. "Altitude gave us the best guarantees and ensured that we changed with peace of mind," says Carmen Sevilla. "Nowadays, five years later, it is clear that we have taken the right decision and made the right choice."
Integration led by Altitude Software
Altitude Software teams worked with TM System and a local partner / integrator to implement the call centre platform, network and IT infrastructure, PABX, and dialer application. Altitude also took responsibility for adapting the system to fit user requirements and business needs with overall excellent results.
The integration was quite fast. Work started in September 2001, with most of the agents working full-steam-ahead one month later. Nowadays, Altitude’s solution is used to manage and deliver outbound calls and to articulate sales policy and quotes between sales, pre-sales and customer acquisition teams.
Raquel Serradilla, General Manager for Altitude Software in Spain, comments "The Altitude Software solution has substantially improved the operational management in terms of productivity and time-saving performance. It is now possible to make more calls with less time devoted to administrative chores."
The near future
"having mind the market changes that took place over the last few years, if there’s one thing that we are certain of, is that if we hadn’t had a solution like the one Altitude Software offered us, we would have had a major decline in our business", Carmen Sevilla adds, "Therefore, Altitude Software is part of business strategy development in everything that concerns our call centre"
Because Altitude Software is in constantly developing solutions that fit evolving market needs, TM System is considering bringing in new Altitude Software solutions such has web collaboration, email and fax management, predictive dialling applications, etc..
"Due to the changes that the market has suffered during the last few years, one thing we are sure of is that if we hadn’t had a solution like the one Altitude Software offered us, we would have had a major decline. Therefore, Altitude fits our business future strategies in every aspect concerning our Call Centre"
About Altitude Software:
Altitude Software is a global provider of omnichannel solutions to deliver great customer experiences. Its solutions help companies and organizations unify all customer interactions and become more customer-centric. Altitude Xperience is a modular software platform that handles all customer interactions and unifies all touch points, in the contact centre and throughout any organization.
More than 300.000 users in 1100 customers in 80 countries use Altitude Xperience to manage in real time enterprise functions like Customer Service, Telemarketing, Debt Recovery; Help Desk; Citizen Attention, etc. Altitude has 12 offices in four continents, a 160-strong worldwide partner network and is ISO 9001 certified for its worldwide support.
About TM System Contact Center:
In TM System Contact Center we develop campaigns for your company of Televents, Telemarketing and Customer Service. We put the infrastructure and experience available to Large Companies, SMEs, Autonomous, Private, etc.
Published: Friday, December 12, 2008
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