E-Commerce

Ventas y Servicios S.A. Improves Service and Boosts Sales by 50% With Scalable Call Center Platform

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Executive Summary

Ventas y Servicios S.A. is a Columbian call center company that primarily offers outsourcing and insourcing services through telephone-based services in the areas of debt collection, sales, and customer service. The challenges faced by Ventas were largely related to implementing a stable, reliable, scalable, and robust call center platform to support large volumes of transactions. Also, there was a need to improve control and supervision of sales agents during marketing campaigns and there was a requirement to provide tools such as automated dialling to optimize the time spent by sales agents on debt collection and sales calls. The solution was found with Oracle Partners Promero and ITIS Support with whom they worked to implement Oracle Contact Center Anywhere. It improved the stability, reliability, and voice quality of the call center platform and supported the company's 60 per cent growth rate in the last two years. Oracle Database Enterprise Edition and Oracle WebLogic Server were implemented as platforms for Ventas y Servicios' call centers which is the company's core business which in turn improved operating efficiency in tele collections, increasing debt collections by 20% and total sales by 50%. Moreover, it enabled approximately 50 supervisors and coordinators to monitor calls for 1,000 agents online in real time, facilitating training and improving control of debt collection and sales.

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