contactSPACE Case Study
How Ourtel, a donor management BPO, rewrote the rulebook on telefundraising - with contactSPACE.
“I think we looked at every option on the market, and contactSPACE stood head and shoulders above the others."
Ruth Mackay - Founder and Managing Director
Managing a 21st-century workforce
OurTel has an incredibly unique take on the telephone fundraising business model. Instead of having a bricks and mortar contact centre, they rely entirely on remote workers to power their operations.
This raises a number of challenges for the business - both in terms of agent management and the logistics of enabling easy remote access to the user interface.
Workers who choose to work from their home offices require flexible hours, which can prove costly and cumbersome with traditional call centre solutions. Remote staff also need an easy-to-use system that doesn’t require extensive in-person training or IT support.
Having first evaluated other options on the market, Ruth realised that many solutions were simply incompatible with her business model. Some systems were not focused on solving problems at all; others didn’t provide real-time monitoring of agent activity and many simply lacked effective remote support capabilities.
The solution needed to be accessible through a browser, be easy to use, have minimal necessary training time, and come with a cost model that provided exceptional value for the business. Additionally, OurTel sought a provider who was willing to working with them to address the organisation's unique requirements, rather than supplying a ‘one size fits all’ implementation.
Easy deployment, intuitive interfaces & rich reporting capabilities
"From the first demo of contactSPACE, I was struck by the intelligent and intuitive design. I think we looked at every option on the market and contactSPACE stood head and shoulders above the rest."
Ultimately, Ruth found the perfect solution in contactSPACE.
“I had faith in contactSPACE, as they made us a priority and helped us realise a solution that delivered on our requirements, as well as being the most cost-effective solution in the market.”
Having the ability to monitor agents in real-time was proving to be invaluable, not only in managing OurTel's operation but also in being able to demonstrate OurTel's services to its clients.
The intuitive, modern design brings voice and digital channels together with simple, powerful products and services. contactSPACE’s Australian-based support team and flexible pricing model made the decision easy for OurTel.
A virtual workforce
As a 100% virtual platform, contactSPACE allowed the consistent growth of OurTel's operations without the need for a physical office location. In addition to this, onboarding new staff was a breeze as the business expanded. OurTel are now able to employ who they like, regardless of geographic location.
Apart from a quantum leap in operational efficiency and visibility, the platform is delivering outcomes which have propelled OurTel's growth. Ruth said "the close working relationship we have with contactSPACE allows us to quickly overcome issues and the get the most out of the system's functionality".
"contactSPACE's client base had grown considerably since we first came onboard, including bringing on some much larger clients. Despite this growth, contactSPACE has continued to provide us timely support. As a small business with a critical dependency on the platform, these are the things we ultimately need from a supplier".